Estuate - Artificial Intelligence Developer - LLM/Generative AI

Job Summary :

The ideal candidate will design and develop AI-powered workflows that integrate with Halo Service Desk to automate ticket analysis, generate technical runbooks, recommend remediation steps, and streamline support operations using Azure-native services and modern AI/LLM technologies.

This role requires hands-on experience in Azure cloud services, Python development, APIs, automation workflows, RAG architectures, and ITSM integrations.

Key Responsibilities :

AI & Generative AI Development :

- Build NLP/LLM-based workflows to classify incidents, summarize issues, identify root causes, and suggest remediation actions.

- Implement RAG (Retrieval-Augmented Generation) solutions using historical tickets, KB articles, SOPs, and operational documents.

- Fine-tune prompts, AI workflows, and retrieval pipelines for improved accuracy and consistency.

- Develop AI copilots/chat assistants for service desk and infrastructure teams.

Azure Automation Engineering :

- Azure Functions

- Logic Apps

- Azure Automation

- Azure App Services

- Azure Kubernetes Service (AKS)

- Azure API Management

- Event Grid / Service Bus

- Develop event-driven workflows triggered by ticket creation, escalation, or updates.

- Create automated runbooks for incident resolution, user provisioning, monitoring, patching, and operational tasks.

Halo Service Desk/ITSM Integration :

- Automate ticket enrichment, triage, assignment, routing, and closure workflows.

- Extract and process ticket metadata, comments, attachments, and resolution notes.

- Sync generated runbooks and knowledge articles back into ITSM platforms.

Data Engineering & Knowledge Management :

- Maintain vector databases and semantic search indexes for AI retrieval systems.

- Improve AI-generated outputs using feedback loops and resolved ticket outcomes.

- Ensure documentation and workflows are version-controlled and auditable.

Security & Governance :

- Apply monitoring, logging, and observability using Azure Monitor and Application Insights.

- Ensure compliance with security, governance, and data protection standards.

Collaboration & Delivery :

- Convert operational pain points into scalable automation opportunities.

- Participate in Agile ceremonies including sprint planning, demos, and retrospectives.

- Prepare technical documentation, architecture diagrams, and support handover materials.

Required Skills & Qualifications :

- 4+ years of software development experience.

- 4+ years of hands-on experience with Microsoft Azure services.

Strong programming skills in :

- Python

- C# /.NET

- JavaScript / TypeScript

- PowerShell

- Experience with REST APIs, JSON, OAuth, webhooks, and system integrations.

- Experience building automation workflows and API-driven applications.

Good understanding of ITSM processes :

- Incident Management

- Change Management

- Problem Management

- Request Management

- Experience with Git, CI/CD pipelines, and DevOps practices.

Preferred Skills :

- Azure OpenAI Service

- OpenAI APIs

- LangChain

- Semantic Kernel

- AutoGen

- RAG architectures

Experience with :

- Azure AI Search

- Cosmos DB

- SQL Database

- Vector Databases

Experience integrating with :

- Halo Service Desk

- ServiceNow

- Jira Service Management

- Freshservice

- Zendesk

- Knowledge of infrastructure automation tools:

- Terraform

- Bicep

- ARM Templates

- Familiarity with monitoring and IT operations tools.

Nice to Have :

- Experience in enterprise automation or IT operations environments

- Exposure to LLMOps / MLOps concepts

- Experience with Docker / Kubernetes