AI and DevOps Platform Support Engineer

• Ensuring the stability, reliability, and performance of our critical AI and DevOps platforms
• Manage incident and problem resolution and collaborate with engineering and development teams to improve platform services and supportability
• Vendor relationship management including oversight for all offshore managed service
• Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices
• Guide development teams on application stability and supportability improvements
• Formulate and implement a framework for managing capacity, throughput and latency
• Define and implemented application on-boarding guidelines and standards
• Work with various team members on coaching them on how to maximize their potential
• Drives continued cost reductions and efficiencies across the portfolios supported
• Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations and other personnel actions
• Participates in business review meetings, relating technology tools strategies to business requirements
• Assures adherence to all support process and tool standards
• Act as the primary point of contact for platform matters, defining the vision and roadmap
• Champion the platform's resilience strategy by planning and executing wargaming scenarios, chaos engineering tests, and disaster recovery drills
• Drive a comprehensive automation strategy to reduce manual toil, improve deployment velocity, and identify opportunities to leverage AI for operational intelligence
• Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions
• Solves the highest impact, highest profile problems with significant impact
• Develop and implement AI-powered solutions to automate routine support tasks, predict system failures, and optimize resource utilization

• Project management with demonstrable results in improving IT services
• Capacity Planning/Forecasting exposure a plus
• Ability to plan and organize workload
• Consistently demonstrates clear and concise written and verbal communication skills
• Excellent analytical and problem-solving skills, with the ability to thrive in a fast-paced support role
• Strong communication skills and the ability to explain complex technical concepts to diverse audiences
• A strong track record of developing and executing a strategic roadmap for a technical platform, balancing new features with a dedicated 'book of work' for stability
• Demonstrable experience leading resilience initiatives such as wargaming, disaster recovery planning, and incident response simulation
• Demonstrated experience in designing and implementing disaster recovery (DR) plans and conducting resilience tests (e.g., wargaming, failure simulation)
• A creative and proactive mindset with a demonstrated ability to identify opportunities for process improvement and automation using AI/ML techniques
• Bachelor’s/University degree, Master’s degree preferred

Capacity Planning/Forecasting exposure a plus

• 27 days annual leave (plus bank holidays)
• A discretional annual performance related bonus
• Private Medical Care & Life Insurance
• Employee Assistance Program
• Pension Plan
• Paid Parental Leave
• Special discounts for employees, family, and friends
• Access to an array of learning and development resources