L1/L2 Production Support Lead

6 days ago

Hyderabad, India DoublU Pty Ltd Full time

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)

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