Company:Marsh Corporate
Description:This role is responsible for supporting production and business applications, monitoring application health, and proactively identifying and escalating issues to stakeholders. It includes handling user-facing production issues, requests, and data or information needs, as well as collaborating on vulnerability remediation and other support escalations. A key focus is supporting AI applications, including triage, debugging, and troubleshooting in ways that differ from traditional non-AI systems. The ideal candidate has experience supporting or maintaining AI applications, a strong understanding of AI support processes, sub-processes, troubleshooting methods, and tools, and is comfortable working in a hands-on support role.
We will count on you to:- Understand the application, its processes, and all relevant stakeholders, and maintain professional relationships with online business teams to provide support where needed.
- Triage and clarify support tickets (incidents and service requests), coordinating with reporters and stakeholders (offshore and onshore) to ensure requirements are well defined.
- Analyze support tickets, coordinate with other IT teams, and identify and implement technical solutions to resolve software and usability issues (functionality, sign-on, security access, reporting, upgrades).
- Monitor application and server health, logs, and alerts; analyze issues, raise and escalate support tickets as required, and validate fixes through stakeholder testing.
- Perform root cause analysis for high-priority incidents, prepare incident reports, and share findings and next steps with stakeholders.
- Communicate timely updates to stakeholders on high-priority tickets, deployments, outages, and change activities; develop client communications for rollouts, downtime, new functionality, training, and documentation.
- Ensure adherence to implementation, support, and change-management processes (e.g., SDLC and Change Management) and contribute to process and application/project improvements; produce service-management summary reports.
- Be available for meetings, on-call and off-hours support (including weekends) and work a flexible schedule to accommodate off-hours conference calls.
- Analyze incident data and logs to identify patterns and improvement opportunities
- Manage improvisation projects in Application Support
- Participation in ideation and gigs
What you need to have:- Degree in Computer Science or Information Technology.
- At least 2 years of experience in AI application support, monitoring with DataDog and Langsmith toolsHands-on support and development experience with one or more of: MEAN/MEARN stack, PostgreSQL, MS SQL Server, APIs (REST/JSON/GraphQL), Postman/Bruno, and GitHub; scripting knowledge of Python.
- Hands-on support and development experience with one or more of: MEAN/MEARN stack, PostgreSQL, MS SQL Server, APIs (REST/JSON/GraphQL), Postman/Bruno, and GitHub; scripting knowledge of Python.
- Practical experience with containerization and orchestration (Docker and/or Kubernetes) and supporting multi-tier Internet/Intranet applications using common design patterns.
- Strong understanding of API principles (HTTP methods, REST, JSON, SOAP, GraphQL) and familiarity with API management platforms such as Apigee and AWS API Gateway.
- Experience with ITSM and monitoring tools such as ServiceNow, JIRA, Datadog, or Splunk; minimum one year of AI monitoring experience with Datadog or LangSmith.
- Good understanding of AI models (traditional and LLMs)-model lifecycle, bias/accuracy, and model drift-plus knowledge of prompt engineering, MCP, RAG, Token Management, AI KPIs.
What makes you stand out:- Cloud technologies (AWS, Azure); ITIL certified; experience working in offshore-onsite delivery teams.
- Good technical knowledge to understand and debug AI applications, MCPs, RAGs, using monitoring tools for cause identification
- Excellent and effective English communication skills.
- Strong debugging, troubleshooting, analytical, and design capabilities.
- Strong track record of process optimization
- Self-starter with excellent organizational and time-management skills; quick learner, quality-conscious, and committed to meeting deadlines.
The applicable base salary range for this role is $86,500 to $136,500.
The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.
We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, retirement programs as well as employee assistance programs.
This is a New position.
