Please find the below details :

Role :

Consultant – AI Application Support (Level 2)
Experience :

4-6 years
Location :

Bangalore & Gurgaon

Role purpose :

Provide advanced

Level 2 (L2)

support for AI-based applications by performing deep triage, troubleshooting, and resolution of incidents and service requests escalated from

L1 Service Desk . Distinguish

functional queries

from

technical incidents , restore service quickly, and escalate to

L3 Product Support (Advisory UK service lines)

with complete diagnostic context. Strengthen operational readiness for rapid scale (20 apps → 100+ apps) through

knowledge management ,

documentation , and

observability/reliability

improvements.

Key responsibilities (what you will do)
1) L2 Ticket Handling, Triage & Ownership (ServiceNow)
Pick up escalations from

L1 Service Desk

and take ownership through resolution or appropriate escalation.
Validate and confirm

impact, urgency, and priority , ensuring correct

categorization

and

assignment .
Perform structured triage to classify issues as:




Functional queries

(usage/how-to, expected behaviour, configuration guidance), or
Technical incidents

(errors, outages, latency, integration failures, platform degradation).
Apply runbooks/diagnostic playbooks to resolve issues within L2 scope and document all actions in ServiceNow.
2) Technical Troubleshooting Across AI + Cloud Stack
Troubleshoot failures spanning:
AI platforms : OpenAI / Azure AI patterns such as authentication errors, throttling (rate limits), token/context issues, deployment/model availability, safety/content filtering impacts, latency/timeouts.
Cloud services

(Azure preferred; AWS/GCP familiarity): identity/IAM, networking, certificates, secrets/key vaults, API gateways, resource limits, configuration drift.
Application dependencies : integrations, data sources, retrieval pipelines (if applicable), middleware, and downstream service availability.
3) High-Quality Escalation to L3 (Advisory UK Product

📌 AI Application Support (Vasanth Nagar)
🏢 Promaynov Advisory Services
📍 Vasanth Nagar