Job Description :

Role : Consultant - AI Application Support (Level 2).

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.

Key responsibilities :

- L2 Ticket Handling, Triage & Ownership (ServiceNow) : Pick up escalations from L1 Service Desk and take ownership through resolution.

- Technical Troubleshooting : Troubleshoot failures across AI platforms (OpenAI/Azure AI), cloud services (Azure/AWS/GCP), and application dependencies.

- Escalation to L3 : Escalate to L3 (Advisory UK Product Support) with complete diagnostic evidence.

- Knowledge Management : Create and maintain Support Manuals, Runbooks, and SOPs.

- Observability & Reliability : Identify monitoring gaps and support go-live readiness for new AI apps.

- Problem Management : Detect trends from incident patterns and implement preventive actions.

Skills required :

- Working knowledge of AI platforms : OpenAI / Azure AI.

- Strong cloud fundamentals : Azure (preferred), AWS, and GCP.

- ServiceNow (or equivalent ITSM) proficiency.

- Excellent documentation and communication skills.

Experience :

- 4+ years in production support / operations (L2/L3-facing).

- Exposure to AI/ML or AI-enabled applications in production is strongly preferred.

Desirable :

- Familiarity with observability tooling (KQL/App Insights, Azure Monitor).

- Basic scripting (PowerShell/Python).

- ITIL Foundation.