L2 Production/Platform Support Engineer

Key Responsibilities

• Monitor, troubleshoot, and resolve Level 2 production incidents across AI/ML platforms and cloud environments.
• Support deployment, orchestration, and operational management of AI/ML workloads.
• Build and maintain monitoring, logging, alerting, and observability solutions.
• Perform root cause analysis (RCA) and implement permanent fixes.
• Collaborate with DevOps, MLOps, Data Engineering, Platform Engineering, and Application teams.
• Support CI/CD pipelines and deployment automation.
• Troubleshoot data pipelines, workflow orchestration, model training, and model deployment issues.
• Develop automation, self-service tools, recovery mechanisms, and self-healing solutions.
• Follow ITIL-based incident, problem, change, and release management processes.
• Analyze incident trends and identify opportunities for automation and operational improvement.

Mandatory Skills

• 3-5 years of L2 Application, Platform, DevOps, or Production Support experience.
• Strong UNIX/Linux and SQL.
• Shell scripting or Python.
• Kubernetes and container-based environments.
• Cloud-native application and distributed-system troubleshooting.
• CI/CD and GitLab.
• Monitoring/observability tools such as Splunk, Grafana, AppDynamics, or Prometheus.
• Incident management, RCA, problem management, and ITIL.
• Experience troubleshooting APIs, data pipelines, workflows, and production deployments.
• Good to Have:
• MLOps / AI/ML production support
• Model deployment and monitoring
• AWS, Azure, or GCP
• Docker
• Terraform / Ansible
• Kafka / MQ
• Control-M or similar schedulers
• Self-healing and auto-remediation
• Resilience, backup, and disaster recovery
• AI-driven operational automation