Key Responsibilities
JOB DESCRIPTION
- Act as the highest-level escalation for L3/L4 issues impacting AI/ML SaaS products.
- Develop a detailed technical understanding of AI Apps and services and be equipped to hands-on fix issues in any area.
- Perform deep-dive diagnostics across microservices, APIs, AI/ML pipelines, and Azure resources.
- Lead root cause analysis (RCA), create ServiceNow incident/problem records, and implement permanent fixes.
- Ensure adherence to SLAs and SLOs for enterprise customers.
- Interface with Partners, Professional services and Customers during escalations, lead debugging and provide resolutions plans.
- Support and troubleshoot AI/ML inference services, model deployments, and data pipelines.
- Work with Azure Machine Learning, Azure Kubernetes Service (AKS), and Azure Data/Storage services.
- Collaborate with data scientists and engineering teams on performance optimization and retraining impacts. Feeback field issues into product backlog.
- Implement and fine-tune monitoring using Datadog, ElasticSearch /Kibana, and Azure Monitor.
- Set up and maintain alerting for anomaly detection in AI/ML workloads.
- Partner with engineering, DevOps, and SRE teams to improve architecture and prevent recurring incidents.
- Create and maintain detailed runbooks, playbooks, and knowledge base articles for ServiceNow.
- Provide mentoring and technical guidance to L1/L2 teams.
Responsibilities
Required Skills & Experience
- Development and troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET , MVC, SQL, JQUERY, Stored Procedures, Azure. Python skills will added advantage .
- Database: SQL debugging, query tuning; exposure to Cosmos DB or PostgreSQL preferred.
- Cloud & Infra: Deep hands-on expertise in Microsoft Azure (AKS, App Services, Functions, Storage, Networking), CI/CD pipelines.
- AI/ML: Understanding of ML model deployment, inference pipelines, vector stores, RAG, and GPU/CPU optimization.
- Observability & Logging: Proficiency with Datadog, ElasticSearch /Kibana, OpenTelemetry , and Azure Monitor.
- Service Management: Strong knowledge of ServiceNow ITSM (incident, problem, change).
Experience: 1215 years in technical/production support, with at least 4+ years in L3 or senior escalation roles in a cloud/SaaS environment.
Qualifications
B.E./ B.Tech /MCA or equivalent degree. Certifications like Microsoft Azure Solutions Architect, Azure DevOps Engineer, or Datadog Observability are a plus.
About Us
With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what's possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world's most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.
About The Team
Who we a re: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE valuesFairness, Openness, Respect, Teamwork and Executionwhich guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.
Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to [Confidential Information] or get in touch with your recruiter.
