GenAI Production L1/L2 Support

GenAI Production L1/L2 Support - Senior Production Support Engineer

Location Offshore (Hyderabad)
Department AICOE

Job Overview
Provide technical oversight for offshore operations, managing AI Gateway endpoints for 100 enterprise solutions. This role balances people management with building internal GenAI automation tools.

Key Responsibilities

- Gateway Management Serve as the offshore escalation authority for high availability and API rate-limiting.
- Leadership Oversee the L1/L2 offshore team, including shift rotas, performance ratings, and reviews.
- Innovation Build internal GenAI applications using Python and LangGraph to automate support workflows.
- Observability Monitor dashboards across Dynatrace, Splunk, and AWS CloudWatch; utilize LangSmith for LLM tracing.
- Governance Oversee CI/CD integrity across AWS and Azure environments.

Required Skills

- Exp 6-8 years in IT Production Support (3 years in AI/ML or GenAI environments).
- Technical Python, LangChain, RAG architectures, AI Agents, and MCP.
- Tooling Experience with APIGEE/Kong, Splunk, and CloudWatch.