Responsibilities
* Contribute toward AI roadmap for AI-driven automation aligning with strategic company and client goals.
* Collaborate with engineering and data teams to design and architect scalable, robust, and innovative AI solutions (e.g., automated network diagnostics, bot recommendation systems, AI agents NOC operations).
* Act as the Solution Owner in an Agile/Scrum environment, managing the product backlog, writing detailed user stories, defining acceptance criteria, and prioritizing features.
* Lead the evaluation, fine‑tuning, and integration of open‑source Large Language Models (LLMs) like Llama series & other LLMs.
* Develop and own key components of the automation framework, including PowerShell and Python runbook executors.
* Develop and train machine learning models for tasks such as anomaly detection, predictive maintenance, and capacity planning in IT environments.
* Work with large datasets of IT operational data, performing data cleaning, feature engineering, and data analysis to improve model accuracy and performance.
* Contribute to the development of internal automation tools and frameworks.
* Deliver continuous service improvements by proactively identifying opportunities for process enhancements.
* Proficiently develop AI/Gen AI point solutions to meet business needs.
* Troubleshoot and resolve issues related to automation systems and AI models.
* Engage with customers, IT operators, Network Engineers, and internal stakeholders to gather requirements, validate solutions, and ensure product‑market fit.
* Serve as the Subject Matter Expert (SME) on AIOps, IT Process Automation (ITPA), and Runbook Automation (RBA), providing technical guidance and insights.
* Document automation processes, code, and models clearly and concisely.
* Actively contribute to team results and work towards achieving team goals and objectives.
* Undertake designated skill/knowledge development within the organization, including training of next‑level team members.
Required Skills & Competencies
* 4+ years of experience in IT services, with at least 3 years in:
o IT Service Automation – Orchestration, Scripting, & Process Assessment.
o AI Engineering – Developing and deploying AI Agents and cutting‑edge GenAI & ML solutions to address complex business challenges.
* Expertise in integrating various tools and building analytics/insights.
* Proficiency in at least two scripting languages such as PowerShell, Python, or Shell Script.
* Strong foundational knowledge across core IT domains, with a specific emphasis on Network & Network Services, including understanding network topologies, protocols, and common operational issues.
* Demonstrable experience implementing solutions using state‑of‑the‑art LLMs, with hands‑on experience with both open‑source models (e.g., Llama series) and proprietary models (e.g., GPT‑4).
* Proficiency with a major deep learning framework, preferably PyTorch, for model experimentation and fine‑tuning.
* Proficiency in a high‑level programming language (Java, Python) and experience with containerization technologies (Docker, Kubernetes) for deploying AI models.
* Solid understanding and practical experience with cloud platforms such as Azure or GCP, including knowledge of their networking services (e.g., VNets, VPCs).
* Experience with AI/ML libraries and frameworks.
* A strong understanding of ITIL process on one or more service lifecycle or service capability modules.
* Knowledge in one or more System administrative activities like monitoring, service requests, incident management, change management, & maintenance.
* Excellent communication skills with an ability to explain concepts and solutions clearly and concisely.
* Experience in training/grooming people.
* Excellent analytical and problem‑solving skills.
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