AI operations and analytics Support

POSITION RESPONSIBILITIES

In order of importance, list the primary responsibilities critical to the performance of the position. It is recommended not to list actual tasks but focus on essential responsibilities that highlight accountability and level of judgment required.

Operational Support (L1/L2/L3 routing) Triage issues from the agentic AI platform and Service Desk channels; analyze conversation, workflow, and connector failures; manage incidents, problems, and changes following ITSM processes.

Monitoring & Health Monitor agentic AI service health, including workflow/action success rates, connector availability, latency, error budgets, and capacity; perform daily health checks and postrelease smoke tests.

Insights & Reporting Develop, track and maintain dashboards covering adoption, CSAT, containment/deflection, FCR, top intents, failure reasons, and escalations; produce weekly and monthly operational and experience reports with recommendations.

Feedback & Voice of the User (VoU) Collect and analyze user feedback from inchat ratings, surveys, and Service Desk inputs; identify recurring issues and experience gaps; feed prioritized improvements into the enhancement backlog.

Communications & Enablement Communicate AI service incidents, degradations, and maintenance activities; publish release notes and knownissue updates; maintain runbooks and enable Service Desk agents with AIspecific support guidance.