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.