AIOps

Job Description:

Job Description - JR

Job Description Date: August 2026

Role : AI Operations & Automation Specialist

Number of positions : 1

Description:

We are seeking a hands-on, highly technical AI Operations & Automation Engineer with around 2+ years of experience to join our centralized AI Product Support & Operations team. Reporting directly to the Senior AIOps Lead, you will serve as the hands-on technical builder responsible for executing automation pipelines, integrating intelligent tools, and building data-driven systems across our AI product ecosystem.

In this role, your primary mission is to write code, connect APIs, deploy RAG-driven knowledge tools, and build operational dashboards under the guidance of the Senior AIOps Lead. You will work closely with L1/L2 support teams to eliminate manual workflows, automate ticket triage, and build automated diagnostic mechanisms that drive down Mean Time to Resolution (MTTR).

Qualification & Experience:

Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, Software Engineering, or a related quantitative field.

Experience: ~2 years of hands-on experience in Software Engineering, AIOps, DevOps, Systems Automation, or Technical Support Engineering.

Key Responsibilities

1. Hands-On Automation & AI Scripting

• Build, test, and deploy automated scripts (Python, Shell, or PowerShell) and API integrations under the direction of the Senior AIOps Lead to streamline operational processes.

• Develop and maintain RAG-based (Retrieval-Augmented Generation) search tools and LLM utilities that index historic tickets, logs, and root-cause analyses (RCAs) so L1/L2 engineers can instantaneously surface past fixes.

• Implement conversational AI bots, webhooks, and self-service automation workflows within our ticketing portals to auto-resolve routine Tier-1 inquiries.

2. Operational Dashboards & Diagnostics

• Construct and customize automated dashboards (e.g., ServiceNow) to provide real-time visual metrics on system uptime, ticket velocity, MTTR, SLA compliance, and CSAT.

• Implement automated log-scraping and context-enrichment scripts that pre-fetch relevant telemetry data and append it directly to incoming support tickets upon creation.

3. L1/L2 Support Engineering Support

• Pair with L1/L2 support engineers to identify repetitive manual tasks, converting friction points into single-click scripts or auto-remediation triggers.

• Help structure log outputs and standardize ticket tags to ensure incident history remains clean, searchable, and machine-readable.

4. AIOps & System Monitoring Execution

• Assist the Senior AIOps Lead in configuring real-time alert triggers and predictive anomaly detection models across cloud infrastructure.

• Run automated stress-test scripts and assist with validating self-healing infrastructure routines for recurring platform errors.

Technical Essentials

• Scripting & Coding: Strong proficiency in Python or Shell scripting for building micro-automation tasks, log parsing, and utility tooling.

• APIs & Data Pipelines: Direct hands-on experience connecting REST APIs, webhooks, JSON parsers, and data ingestion workflows.

• AI/LLM Utilities: Practical experience using LLM APIs, vector databases, or basic RAG architectures for text/document search and classification.

• ITSM & Visualization: Working knowledge of ITSM platforms (Jira Service Management, ServiceNow) alongside visualization platforms (Looker Studio).

• Cloud Environments: Base-level understanding of cloud infrastructure (AWS, Azure, or GCP), microservice architectures, and system telemetry logs.

Soft Skills & Behavioral Attributes

• Builder Mentality: Relentless focus on solving operational bottlenecks with clean, maintainable code rather than temporary manual workarounds.

• Technical Agility: High adaptability to rapidly test, iterate, and refine scripts based on feedback from the Senior AIOps Lead and support engineers.

• Structured Problem Solving: Strong ability to trace software errors, read stack traces, and translate raw system logs into clear operational metrics.

Nice-to-Have / Added Advantages

• Prior exposure to LLM framework engineering (e.g., Lang Chain, Llama Index, or Anthropic APIs).

• Certifications: AWS/GCP Certified Developer/SysOps or Python certifications.

• Familiarity with SQL, vector search, or log management engines.

Success Metrics

• MTTR Reduction: Lowering resolution times through automated diagnostics and fast access to prior solution data for L1/L2 teams.

• Ticket Deflection Rate: Measurable percentage of Tier-1 issues resolved automatically via self-service and bot interventions.

• Dashboard Accuracy & Coverage: Comprehensive, real-time visual tracking of all core metrics (Uptime, MTTR, CSAT, Ticket Trends).

• L1/L2 Productivity: Reduction in manual triage time and repetitive tasks across the support organization

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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