Senior Member of Technical Staff - SMTS

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Senior Member of Technical Staff - SMTS

Position Summary:

Provide technical administration and operational support for ChatGPT Enterprise, Anthropic Claude and related AI and enterprise SaaS platforms, ensuring secure, reliable, and compliant service delivery for internal users. This position is based in Bangalore - Whitefield, India and is offered as a hybrid role. This role reports to the Lead Member of Technical Staff (LMTS) and requires NA% travel annually.

About the Team:

The athenaGPT+ team is responsible for athenaGPT, our custom internal AI chat application. The app provides secure internal access to large language models, integrates internal knowledge through retrieval-augmented generation (RAG) across multiple sources, offers MCP integrations, and serves as an API platform for custom AI applications. The team also manages ChatGPT Enterprise and Anthropic's Claude from an IT administration standpoint.

Expanded description: As part of the athenaGPT+ team you will administer and support SaaS platforms, manage user provisioning and entitlement, maintain security configurations, and troubleshoot issues across the AI application stack. You will work closely with product, security, SRE, and knowledge engineering partners to implement controls, monitor usage, and operationalize integrations that connect internal knowledge sources. The role requires balancing hands-on administration with process-improvement activities-writing runbooks, automating repetitive tasks, and helping maintain compliance with internal policies and data handling standards. Your contributions will directly affect internal productivity, data protection, and the safe use of AI capabilities across the organization.

Essential Job Responsibilities:

• Manage SaaS platform administration tasks including user provisioning, role-based access control, license management, and tenant configurations for ChatGPT Enterprise, Anthropic Claude, and related tools.
• Administer integrations between the AI platform and internal knowledge sources (RAG connectors), ensuring secure credentials management and reliable data access.
• Maintain security and compliance settings across managed SaaS products, implement policy changes, and coordinate with security teams on risk mitigations.
• Troubleshoot platform incidents, investigate root causes, and collaborate with SRE and engineering to resolve production issues and reduce recurrence.
• Create and maintain runbooks, operational playbooks, and configuration documentation to ensure consistent administration and handoffs.
• Automate routine administrative tasks (for example, provisioning, reporting, or health checks) using scripting and available platform APIs.
• Monitor platform usage, licenses, and performance metrics generate reports and recommend capacity or cost optimization actions.
• Coordinate onboarding and training for internal teams on admin-facing features, governance processes, and approved usage patterns.
• Evaluate and integrate AI-assisted administrative tools or automation (for example, using AI to generate diagnostics, summarize logs, or draft configuration templates) verify outputs, ensure secure handling of data, and define guardrails for safe use.
• Participate in change management and release activities for platform updates, ensuring pre-deployment validation, rollback plans, and stakeholder communication.

Additional Job Responsibilities:

• Assist with vendor management activities, including support escalations and contract/license inquiries.
• Support periodic audit requests and provide evidence of controls, configurations, and access reviews.
• Help run pilot programs for new AI integrations or SaaS features and measure operational impact.
• Contribute to internal knowledge bases, FAQs, and self-service resources for platform users.
• Participate in cross-functional working groups to align on data access, privacy, and governance for AI/knowledge integrations.
• Provide occasional after-hours support for critical incidents as part of an on-call rotation.

Expected Education & Experience:

• 4-8 years of professional experience in IT administration, SaaS administration, systems engineering, or related roles.
• Practical experience administering enterprise SaaS applications (provisioning, RBAC, tenant settings, integrations).
• Familiarity with AI platform administration or managing integrations to knowledge sources is preferred.
• Strong Linux or Windows system familiarity as applied to service integration and troubleshooting.
• Proficiency in scripting or automation (for example: Python, Bash, or equivalent) to build small utilities and automation workflows.
• Experience with identity and access management systems (for example: SSO, SCIM, Okta, Azure AD) and license management.
• Knowledge of security and compliance concepts relevant to SaaS and AI platforms, including data access controls and incident response practices.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.