Virtusa

Platform Support Engineer

Posted On

Dec. 30, 2024

Location

Hyderabad, Telangana

Experience Level

Full Time

Job Type

Experienced

Apply By

Jan. 31, 2026

Job Description

We are seeking a highly skilled and motivated GenAI Production L1 L2 Support Offshore Lead tooversee the operations and support of our Generative AI applications and production environments As an offshore lead you will be responsible for managing a team providing Level 1 and Level 2 support for AI driven applications ensuring the stability and performance of the production environment and collaborating with offshore onshore teams for incident resolution and system improvements
Key Responsibilities
Lead the Offshore Support Team Manage and mentor a team of L1 and L2 support engineers to ensure timely and effective issue resolution for GenAI based production systems
Incident Management Oversee the timely identification troubleshooting and resolution of production issues both technical and operational related to AI application models infrastructure and performance
Production Monitoring Maintain monitoring tools and dashboards to track system health usage patterns and any anomalies in production
Collaboration Work closely with the onshore technical teams including engineers and project managers to escalate and resolve complex issues
Customer Communication Interface with internal stakeholders and when required with clients to provide status updates issue resolutions and expected timelines
Client and Stakeholder Management Manage relationships with internal clients and stakeholders ensuring expectations are aligned and updates are provided in a timely manner
Leadership Team Management Lead motivate and provide guidance to the offshore onshore support team ensuring they meet key performance indicators KPIs and contribute to overall team success
Required Skills and Qualifications
Experience
4 years of experience in IT support with at least 2 years in AI ML production support L1 L2
Proven leadership experience managing offshore teams and handling critical production support tasks
Technical Expertise
Knowledge of Generative AI technologies eg GPT and their operational management
Proficiency in AI ML model deployment monitoring and troubleshooting
Hands on experience with cloud platforms AWS GCP Azure and containerization technologies Docker Kubernetes
Strong understanding of CI CD pipelines logging and monitoring tools eg Prometheus Grafana ELK stack
Problem Solving Skills
Excellent troubleshooting and problem solving abilities for complex AI production issues
Ability to manage high priority incidents and coordinate with cross functional teams effectively
Communication
Ability to document technical information clearly and concisely
Preferred Qualifications
Education
Bachelors or Masters degree in Computer Science Information Technology Engineering or related field
Certifications
ITIL Certification V3 or V4 or other relevant certifications in IT support and management would be an added advantage
Key Competencies
Leadership Team Management
Critical Thinking Troubleshooting
Adaptability Flexibility in Fast Paced Environments
Client and Stakeholder Management
strong Work Ethic Time Management

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