Summary: The Lead AI/ML Engineer is responsible for overseeing platform operations with an emphasis on reliability and user enablement. This role includes managing support ticket processes, maintaining knowledge bases, and ensuring service health monitoring. The engineer will also coordinate change control and report on service performance metrics. Collaboration with application and AI teams is essential for effective support handoffs.

Key Responsibilities:

• Oversee day-to-day platform operations with a focus on reliability, responsiveness, and user enablement
• Manage support ticket routing, escalation paths, and service queues
• Maintain knowledge base, including FAQs, documentation, and community support channels
• Coordinate change control, maintenance windows, and platform uptime
• Ensure observability and service health monitoring through dashboards and alerts
• Track key support metrics and regularly report on service performance
• Work closely with application and AI teams to coordinate support handoffs

Key Skills:

• Artificial Intelligence
• Change Control
• Generative Artificial Intelligence (AI)
• Issue Tracking
• Communication
• Dashboard
• Documentation
• Durable Skills
• FOCUS
• JIRA
• Knowledge Base
• Machine Learning (ML)
• Management
• Microsoft Windows
• Reporting
• Routing
• ServiceNow

Salary (Rate): undetermined

City: undetermined

Country: undetermined

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT