L1/L2 Production Support Lead - Generative AI Systems

Job Role : GenAI Production L1/L2 Support Offshore Lead. Experience : 6 to 9 years. Notice Period : 30 Days Max. Location : Hyderabad. - Lead the Offshore Support Team : Manage and mentor a team of L1 and L2 support engineers to ensure timely and effective issue resolution for GenAI-based production systems. - Incident Management : Oversee the timely identification, troubleshooting, and resolution of production issues (both technical and operational) related to AI application, models, infrastructure, and performance. - Production Monitoring : Maintain monitoring tools and dashboards to track system health, usage patterns, and any anomalies in production. - Collaboration : Work closely with the onshore technical teams, including engineers and project managers, to escalate and resolve complex issues. - Root Cause Analysis : Lead efforts in conducting post-incident reviews, identifying root causes, and ensuring preventive actions are implemented. - Documentation : Maintain comprehensive documentation related to system configurations, standard operating procedures (SOPs), issue resolutions, and best practices for support. - Continuous Improvement : Identify opportunities for process improvements and implement automation or optimizations to enhance support efficiency. - Customer Communication : Interface with internal stakeholders and, when required, with clients to provide status updates, issue resolutions, and expected timelines. - Client and Stakeholder Management : Manage relationships with internal clients and stakeholders, ensuring expectations are aligned, and updates are provided in a timely manner. - Leadership & Team Management : Lead, motivate, and provide guidance to the offshore / onshore support team, ensuring they meet key performance indicators (KPIs) and contribute to overall team success. Experience : - 4 years of experience in IT support, with at least 2 years in AI/ML production support (L1/L2). - Proven leadership experience managing offshore teams and handling critical production support tasks. Technical Expertise : - Knowledge of Generative AI technologies (i.e., GPT) and their operational management. - Proficiency in AI/ML model deployment, monitoring, and troubleshooting. - Hands-on experience with cloud platforms (AWS, GCP, Azure) and containerization technologies (Docker, Kubernetes). - Strong understanding of CI/CD pipelines, logging, and monitoring tools (i.e., Prometheus, Grafana, ELK stack). Problem-Solving Skills : . - Excellent troubleshooting and problem-solving abilities for complex AI production issues. - Ability to manage high-priority incidents and coordinate with cross-functional teams effectively. Communication : - Strong written and verbal communication skills for reporting, updates, and collaboration with both technical and non-technical stakeholders. - Ability to document technical information clearly and concisely. Education : - Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or related field. Certifications : - ITIL Certification (V3 or V4) or other relevant certifications in IT support and management would be an added advantage. (ref:hirist.tech)

Location: hyderabad, IN

Posted Date: 1/17/2025