AI Operations (AIOps) Engineer

Role Purpose

Establish and operationalize the production support model for AI platforms, agents, and services while integrating AI operations into existing ITSM, NOC, and support processes.

In-Scope Activities

• Enhance AI production support processes.
• support tiers, ownership models, and escalation paths.
• Maintain AI-related configuration items (CIs) within CMDB processes.
• Establish operational runbooks and support documentation.
• Coordinate handoff procedures between project and operations teams.
• Support root cause analysis and problem management activities.
• Monitor platform health, utilization, usage trends, and operational performance.
• Define service support metrics and reporting standards.
• Coordinate operational governance activities.

Deliverables

• AI Operations framework
• Support model documentation
• Monitoring standards
• Incident and escalation procedures
• CMDB/CI management process documentation
• Operational runbooks
• Service performance reporting