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Strong employer brand, metro location, mid-level generalist role, and common support title increase applicant competition.
Core cloud and incident-management skills are transferable, but AI-platform expertise raises industry specificity.
Explicit 4+ years, mandatory AI/cloud and ServiceNow skills create moderate shortlisting rigidity.
Own end-to-end L2 support for AI applications including incident triage, troubleshooting, resolution, and escalation using ServiceNow.
Handle technical failures across AI platforms (OpenAI, Azure AI), cloud services (primarily Azure), and application dependencies, ensuring rapid service restoration.
Drive operational readiness and continuous improvement via knowledge management, documentation, monitoring enhancements, and problem management activities.
4+ years experience in production support or operations, preferably L2/L3 facing and with exposure to AI/ML or AI-enabled applications.
Working knowledge of AI platforms (OpenAI, Azure AI) and cloud fundamentals, primarily Azure; familiarity with AWS and GCP also expected.
Proficiency with ServiceNow or equivalent ITSM tools for incident, request, and problem management.
Strong documentation skills for creating runbooks, SOPs, and knowledge base articles.
Experienced technical troubleshooter capable of diagnosing issues spanning AI application, cloud infrastructure, and integrations.
Familiar with structured incident triage, prioritization, and escalation with a focus on quality and minimizing back-and-forth with L3 support.
Skilled in knowledge management and operational readiness activities to scale support from tens to hundreds of AI applications efficiently.