GenAI Production L1/L2 Support

Job description

GenAI Production L1/L2 Support – Senior Production Support Engineer Location Offshore (Hyderabad) Department AICOE **Job Overview** Provide technical oversight for offshore operations, managing AI Gateway endpoints for 100+ enterprise solutions. This role balances people management with building internal GenAI automation tools. Key Responsibilities - Gateway Management Serve as the offshore escalation authority for high availability and API rate-limiting. - Leadership Oversee the L1/L2 offshore team, including shift rotas, performance ratings, and reviews. - Innovation Build internal GenAI applications using Python and LangGraph to automate support workflows. - Observability Monitor dashboards across Dynatrace, Splunk, and AWS CloudWatch; utilize LangSmith for LLM tracing. - Governance Oversee CI/CD integrity across AWS and Azure environments. **Required Skills** - Exp 6–8 years in IT Production Support (3+ years in AI/ML or GenAI environments). - Technical Python, LangChain, RAG architectures, AI Agents, and MCP. - Tooling Experience with APIGEE/Kong, Splunk, and CloudWatch.