[Hiring] AI Operations Support Consultant @Themesoftek

Role Description

As an AI Ops Support Consultant, you will serve as the primary contact for identifying and resolving issues that arise within AI-powered systems. Your work ensures smooth and reliable operation for users and stakeholders by quickly addressing alerts and troubleshooting incidents. Beyond reactive support, you’ll proactively maintain documentation and operational guides, making continuous improvements to help prevent future incidents and simplify troubleshooting. This role is perfect for someone with technical aptitude and an interest in advancing toward platform engineering or ML Ops roles, as you’ll gain hands-on experience with monitoring tools, automation, and collaboration between engineering and operations teams.

Key Responsibilities

• Monitor dashboards and respond to AI system alerts and user-reported issues: Actively watch real-time system dashboards and metrics, identifying anomalies or failures. Investigate, diagnose, and escalate as needed, ensuring minimal downtime.
• Triage and route incidents to the appropriate engineer; own tickets through resolution: Assess the severity and type of incoming incidents, assign them to the right technical specialist, and track their progress until resolved, maintaining clear communication with stakeholders throughout the process.
• Maintain and improve operational runbooks and knowledge base articles: Regularly update documentation to reflect best practices and new learnings from incidents, helping other analysts and engineers quickly resolve similar issues in the future.
• Track SLA compliance and produce weekly ops health reports for the AI Ops Lead: Monitor service level agreements for response and resolution times, compiling operational health metrics to provide insight into the AI system’s reliability and performance.
• Onboard new users, answer "how do I use this" questions, and collect feedback: Guide new users through system features, provide step-by-step instructions, handle inquiries, and gather feedback to help inform future improvements to the AI platform and support processes.

Requirements

• 1–3 years in a technical support, DevOps, or IT operations role: Prior experience in supporting technical systems, troubleshooting incidents, or managing operational tasks is essential for success in this role.
• Comfort with cloud dashboards, log tools (Splunk, Datadog, or similar), and ticketing systems (Jira/ServiceNow): Familiarity with monitoring and logging platforms to analyze system health and with ticketing systems to manage incident workflow efficiently.