Job Description

Please find the below details :

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Role : Consultant – AI Application Support (Level 2)

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Experience : 4-6 years

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Location : Bangalore & Gurgaon

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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.

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Key responsibilities (what you will do)

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1) L2 Ticket Handling, Triage & Ownership (ServiceNow)

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- Pick up escalations from L1 Service Desk and take ownership through resolution or appropriate escalation.
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- Validate and confirm impact, urgency, and priority , ensuring correct categorization and assignment .
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- Perform structured triage to classify issues as:
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- Functional queries (usage/how-to, expected behaviour, configuration guidance), or
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- Technical incidents (errors, outages, latency, integration failures, platform degradation).
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- Apply runbooks/diagnostic playbooks to resolve issues within L2 scope and document all actions in ServiceNow.
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2) Technical Troubleshooting Across AI + Cloud Stack

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Troubleshoot failures spanning:

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- 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.
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- Cloud services (Azure preferred; AWS/GCP familiarity): identity/IAM, networking, certificates, secrets/key vaults, API gateways, resource limits, configuration drift.
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- Application dependencies : integrations, data sources, retrieval pipelines (if applicable), mid

📌 AI Application Support (Bengaluru)
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📍 Bengaluru