Key Responsibilities:
- Primary Coverage Window: Tuesday to Saturday 7:00 AM - 4:00 PM ICT (Thailand Time).
- On-call and weekend (Sunday or Monday) standby support are mandatory for this position.
AI Platform Operational Support:
- Provide Level 2 and Level 3 support for enterprise AI platforms.
- Support AI services leveraging Azure AI, AWS Bedrock, AgentCore, orchestration frameworks, APIs, and data pipelines.
- Monitor availability, reliability, performance, latency, capacity, and operational costs (FinOps).
- Manage incidents, service requests, and problem records through Jira and ServiceNow.
- Coordinate root cause analysis activities and maintain operational documentation / runbooks.
AI Agent Production Support:
- Ensure operational continuity of AI agents deployed in production environments.
- Diagnose and resolve issues involving prompts, prompt orchestration, agent workflows, backend integrations, APIs, knowledge bases, and data dependencies.
- Perform configuration updates and tuning activities.
- Support production releases and deployments.
Support for Spoke Teams
- Act as the primary operational contact for business and technology teams.
- Support platform onboarding, AI agent deployment, incident resolution, troubleshooting, and adoption of best practices.
- Facilitate communication between Hub, Architecture, Operations, and Delivery teams.
Platform Contribution:
- Partner with the Hub team to improve platform stability and scalability.
- Contribute to monitoring, logging, error-handling standards, and operational procedures.
- Support AI platform lifecycle management activities.
Monitoring & Observability:
- Contribute to the implementation and evolution of monitoring dashboards, SLA/SLO tracking, KPI reporting, and alerting mechanisms.
- Analyze recurring incident patterns and recommend corrective actions.
- Participate in operational reviews and service health assessments.
Governance & Compliance:
- Support compliance with Responsible AI requirements (Athena / IAR), security policies, access management controls, and audit requirements.
- Ensure full incident traceability and documentation.
- Participate in risk reviews and governance activities.
Qualification:
- Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related discipline.
- Equivalent practical experience will also be considered.
- Minimum 7 years of experience in Platform Operations, Production Support, Cloud Operations, SRE, DevOps, AI Platform Support, or Enterprise Application Support.
- Minimum 2 years of experience supporting AI, ML, LLM, or Agentic AI solutions in production environments.
What you will get from ATA IT :
- 14 days’ vacation in first year
- Health insurance for staff & families
- Life insurance
- Dental fee for staff & families
- Provident fund
- Monetary Assistance (Childbirth, Funeral, Basket Visit)
- Annual Party
- Monthly Activities- Staff Birthday & Company Activities
- Annual Health Check
- Multi-national company with flexible working hours, but professional company culture
- Work from Home Policy
