AI Platform & Agents Support Lead

Key Responsibilities:

• Primary Coverage Window: Tuesday to Saturday 7:00 AM - 4:00 PM ICT (Thailand Time).
• On-call and weekend (Sunday or Monday) standby support are mandatory for this position.

AI Platform Operational Support:

• Provide Level 2 and Level 3 support for enterprise AI platforms.
• Support AI services leveraging Azure AI, AWS Bedrock, AgentCore, orchestration frameworks, APIs, and data pipelines.
• Monitor availability, reliability, performance, latency, capacity, and operational costs (FinOps).
• Manage incidents, service requests, and problem records through Jira and ServiceNow.
• Coordinate root cause analysis activities and maintain operational documentation / runbooks.

AI Agent Production Support:

• Ensure operational continuity of AI agents deployed in production environments.
• Diagnose and resolve issues involving prompts, prompt orchestration, agent workflows, backend integrations, APIs, knowledge bases, and data dependencies.
• Perform configuration updates and tuning activities.
• Support production releases and deployments.

Support for Spoke Teams

• Act as the primary operational contact for business and technology teams.
• Support platform onboarding, AI agent deployment, incident resolution, troubleshooting, and adoption of best practices.
• Facilitate communication between Hub, Architecture, Operations, and Delivery teams.

Platform Contribution:

• Partner with the Hub team to improve platform stability and scalability.
• Contribute to monitoring, logging, error-handling standards, and operational procedures.
• Support AI platform lifecycle management activities.

Monitoring & Observability:

• Contribute to the implementation and evolution of monitoring dashboards, SLA/SLO tracking, KPI reporting, and alerting mechanisms.
• Analyze recurring incident patterns and recommend corrective actions.
• Participate in operational reviews and service health assessments.

Governance & Compliance:

• Support compliance with Responsible AI requirements (Athena / IAR), security policies, access management controls, and audit requirements.
• Ensure full incident traceability and documentation.
• Participate in risk reviews and governance activities.

Qualification:

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related discipline.
• Equivalent practical experience will also be considered.
• Minimum 7 years of experience in Platform Operations, Production Support, Cloud Operations, SRE, DevOps, AI Platform Support, or Enterprise Application Support.
• Minimum 2 years of experience supporting AI, ML, LLM, or Agentic AI solutions in production environments.