Job Description

Title: AIDA Support
Exp: 4-8 Yrs
Location: Bangalore
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JOB RESPONSIBILITIES
Below are key role and responsibilities for this position:

• Resolve business /functional issues which couldn't 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:
a. Systematic problem-solving approach, coupled with effective communication skills and a sense of drive
b. Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution
c. Should be flexible to work in all shifts
d. Ability to prioritize when under pressure
e. 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 and React programming languages.
• Knowledge of SQL and experience Python, Node JS 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 :

o Environment setup understanding
o Process level debugging & server-side troubleshooting
o Server configurations

• Have ability to demonstrate functional and technical architecture knowledge and correlate between the two from past experiences

Nice to have Skills

• Have ability to write complex SQLs, procedures etc.
• Have some exposure of cloud technologies
• Have understanding of how cloud infrastructure is setup, applications are deployed, various services are setup and used etc.
• Have ability to understand the technical errors in the application log and understand the solutions provided by L3/Development teams at least at high level
• Google AI and Google Associate Cloud Engineer certification.