01Key Responsibilities
L2 Operations & Escalations:
Act as the primary escalation point for complex, high-priority, or non-standard issues that exceed L1's industrialized scope, providing rapid resolution and clear handover back when stabilized.Handle operational tasks and incidents that are not yet ready for industrialization owning them end-to-end while documenting patterns for future automation.Leverage AI-assisted triage tools, AIOps correlation, and GenAI-powered runbooks to accelerate resolution and improve diagnostic accuracy.
L1 Improvement & Industrialization:
Continuously identify candidates for industrialization operational workflows, recurring issues, and manual tasks that can be turned into AI-assisted, digestible L1 routines.Partner with the Expert AIEP Operations Engineer to design, prototype, and roll out automation and AI workflows that reduce L1 toil and expand what L1 can handle independently.Maintain and continuously evolve L1 operational documentation, runbooks, and AI-powered workflow guides leveraging Generative AI to keep them up to date, clear, and actionable.
Team Coordination & Enablement:
Coordinate operational priorities, workload distribution, and shift coverage across the L1 and L2 layers, ensuring smooth flow of work and clear escalation paths.Mentor L1 team members in AI literacy and operational best practices, coaching them on the effective use of AI co-pilots, prompt engineering, and intelligent triage tools.Support onboarding and enablement of new services into AIEP Operations, ensuring they are "AI-ready" and compatible with current technologies such as Splunk, Datadog, Dynatrace, and Grafana.
Reporting, Reliability & Continuous Improvement:
Monitor and report on operational KPIs using AI-driven analytics dashboards and established reporting tools, with a particular focus on the L1 industrialization rate and toil reduction.Participate in incident review, root cause analysis, and improvement projects, ensuring L2 insights consistently feed back into L1 evolution.Drive continuous improvement initiatives within L1 and L2 operations, leveraging automation and AI to optimize processes and reduce manual effort.Ensure L2 operations comply with internal and external regulations, including audit and reporting requirements.
Skills / Experience:
Must Have Skills:
Monitoring tools literacy (Splunk, Datadog, Dynatrace, Grafana)Experience with L1/L2 operations, incident management, and ticket triageAI/ML ticket routing, triage tools, and AI-assisted operational workflowsIncident management and operational reportingTeam coordination and enablementStrong problem-solving and analytical skillsExperience with compliance and risk management
Preferred Skills:
Experience with automation tools and platforms (e.g., Python, Bash, PowerShell, Ansible, Terraform)AI/ML and Generative AI usage in operational contextsDocumentation and workflow automation
Competencies:
Operational leadership and .
