L2 Application Support - AI Platform (Bengaluru)
- Damco Solutions
- 6 - 8 years
- Bengaluru
- 9 days ago
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Job Description
Role - L2 Application Support - AI Platform
JOB RESPONSIBILITIES
Below are key role and responsibilities for this position:
- Resolve business /functional issues which couldnt be resolved by L1 team
- Interact with L1 and keep run-books and Standard support operational procedures(SOP) up-to-date
- Perform Ad-hoc support tasks and prepare reports for business
- Troubleshoot all the new incidents/issues for which knowledge base is not available and escalated by L1 team
- Resolve the incidents/issues and service requests as per agreed SLA
- Follow the escalation process to escalate to L3 team or next level of support as per escalation metric if unable to resolve the issue within agreed time window
- Prepare the Incident post-mortem / RCA(Root cause analysis) report of incidents and share it with all the stakeholders within agreed timeline
- Perform the shift handover activities as per agreed SOPs
- Participate in problem management, change management, knowledge management, even management etc.
- Update knowledge base with new learnings, changes in resolution steps etc. in timely manner
- Ensure SLA/KPI (under control of L2 team like incident response time are met and collect/update data of it in required tools
- Help shift/team lead to prepare to various operational reports required by internal and external stakeholders
- Contribute to support reusable assets and internal knowledge sharing sessions
- Work to build-up skills for L3 support level
- Work on POC of different solutions, tools etc. POC
- Coordinate with L1 and L3 engineers (as per case requirement) on various issues, incidents, service requests, user queries, various changes in environment, various events etc.
- Work on automation of manual activities if possible and share the details of automation opportunities with L3 team
Personal Attributes:
- Systematic problem-solving approach, coupled with effective communication skills and a sense of drive
- Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution
- Should be flexible to work in all shifts
- Ability to prioritize when under pressure
- Excellent verbal and written communication skills.
SKILL REQUIREMENTS
Must Skills
- 6+ years of industry experience in the field of Application / Infrastructure Support and Maintenance
- Understanding of different Natural Language Processing Concepts
- Understanding of AI / ML, Deep learning, Generative AI , LLMs and Frameworks like Langchain , Llamaindex
- Experience with Python, Node JS and React programming languages.
- Knowledge of SQL and experience with relational databases.
- Have good understanding of Google Cloud Platform and Google Kubernetes Engine
- Have understanding of how cloud infrastructure is setup, applications are deployed, various services are setup and used etc.
- Good understanding of containerization and image management.
- Experience in working with development teams to containerize applications using Docker and ensure smooth deployment.
- Familiarity with DevOps and CI/CD pipelines (e.g., Jenkins, Cloud Build, or GitLab CI/CD).
- Knowledge of tools like Terraform or Ansible to automate infrastructure provisioning and management.
- Have good exposure of ITIL Processes like Incident Management, Problem Management, and Knowledge Management etc.
- Excellent communication and documentation skills.
- Strong problem-solving and analytical skills.
- Open to work in a 24X7 shift.
- Have good knowledge of Ticketing Tools like ServiceNow, Jira Servicedesk, Remedy etc.
- Have good level of production issues troubleshooting and analysis covering :
- Environment setup understanding
- Process level debugging & server-side troubleshooting
- Server configurations
- Have ability to demonstrate functional and technical architecture knowledge and correlate between the two from past experiences.
Note : Only Immediate Joiners are preferred for this role.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Software Development - OtherEmployement Type: Full timeContact Details:
Company: Damco SolutionsLocation(s): Bengaluru
Keyskills: Generative AI Application Support Infrastructure Support Python GCP AIML Maintenance Machine Learning Production Support Devops SQL
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Damco Solutions
Damco is a fast growing IT Solutions and Services provider. Started in 1996, Damco has clients all round the globe and has offices in UK, USA, Luxembourg and Australia apart from its world-class facilities in New Delhi NCR, Chandigarh and Hyderabad, India. Damco provides Onsite Consulting se...
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