Job Summary
As an AI Platform Support Specialist, you will ensure the operational stability of AI and machine learning solutions for pharmaceutical clients. Your focus will be on incident management, AI model monitoring, and maintaining high availability of AI platforms.
Key Responsibilities
• Provide L2/L3 support for AI/ML platforms and solutions, ensuring high availability and performance.
• Manage incidents, service requests, and changes using ServiceNow, following ITIL best practices.
• Monitor AI platform health using Dynatrace and BigPanda, identifying model performance issues.
• Troubleshoot AI model failures, data pipeline issues, and integration problems.
• Collaborate with data science teams to escalate complex issues and coordinate fixes.
• Document known issues, troubleshooting guides, and operational procedures in Confluence.
• Track support activities in JIRA, ensuring SLA compliance and timely resolution.
• Perform routine maintenance and basic automation using shell scripts and Python.
• Coordinate with cloud infrastructure teams for AWS/Azure-related issues.
• Participate in on-call rotations and incident response activities.
Skill Requirements
• Bachelor's or Master's degree in Computer Science, Information Technology, Data Science, or a related field.
• 2+ years of experience in AI/ML platform support or IT operations.
• Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
• Proficiency with Dynatrace, BigPanda, or similar monitoring tools.
• Experience with JIRA for ticket management and Confluence for documentation.
• Basic shell scripting and Python skills for automation and troubleshooting.
• Foundational knowledge of AWS and Azure cloud platforms and AI services.
• Basic understanding of machine learning concepts and AI model deployment is a plus.
• Excellent problem-solving, analytical, and communication skills.
• Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.