Description
This role is responsible for supporting production and business applications, monitoring application health, and proactively identifying and escalating issues to stakeholders. It includes handling user-facing production issues, requests, and data or information needs, as well as collaborating on vulnerability remediation and other support escalations. A key focus is supporting AI applications, including triage, debugging, and troubleshooting in ways that differ from traditional non-AI systems. The ideal candidate has experience supporting or maintaining AI applications, a strong understanding of AI support processes, sub-processes, troubleshooting methods, and tools, and is comfortable working in a hands-on support role.
We will count on you to:
•Understand the application, its processes, and all relevant stakeholders, and maintain professional relationships with online business teams to provide support where needed.
•Triage and clarify support tickets (incidents and service requests), coordinating with reporters and stakeholders (offshore and onshore) to ensure requirements are well defined.
•Analyze support tickets, coordinate with other IT teams, and identify and implement technical solutions to resolve software and usability issues (functionality, sign-on, security access, reporting, upgrades).
•Monitor application and server health, logs, and alerts; analyze issues, raise and escalate support tickets as required, and validate fixes through stakeholder testing.
•Perform root cause analysis for high-priority incidents, prepare incident reports, and share findings and next steps with stakeholders.
•Communicate timely updates to stakeholders on high-priority tickets, deployments, outages, and change activities; develop client communications for rollouts, downtime, new functionality, training, and documentation.
•Ensure adherence to implementation, support, and change-management processes (e.g., SDLC and Change Management) and contribute to process and application/project improvements; produce service-management summary reports.
•Be available for meetings, on-call and off-hours support (including weekends) and work a flexible schedule to accommodate off-hours conference calls.
•Analyze incident data and logs to identify patterns and improvement opportunities.
•Manage improvisation projects in Application Support.
•Participation in ideation and gigs.
What you need to have:
•Degree in Computer Science or Information Technology.
•5+ years of direct production and business applications support experience.
•2 years of experience in AI application support, monitoring with DataDog and Langsmith tools.
•Hands-on support and development experience with one or more of: MEAN/MEARN stack, PostgreSQL, MS SQL Server, APIs (REST/JSON/GraphQL), Postman/Bruno, and GitHub; scripting knowledge of Python.
•Practical experience with containerization and orchestration (Docker and/or Kubernetes) and supporting multi-tier Internet/Intranet applications using common design patterns.
•Strong understanding of API principles (HTTP methods, REST, JSON, SOAP, GraphQL) and familiarity with API management platforms such as Apigee and AWS API Gateway.
•Experience with ITSM and monitoring tools such as ServiceNow, JIRA, Datadog, or Splunk; minimum one year of AI monitoring experience with Datadog or LangSmith.
•Good understanding of AI models (traditional and LLMs)—model lifecycle, bias/accuracy, and model drift—plus knowledge of prompt engineering, MCP, RAG, Token Management, AI KPIs.
What makes you stand out:
•Cloud technologies (AWS, Azure); ITIL certified; experience working in offshore–onsite delivery teams.
•Good technical knowledge to understand and debug AI applications, MCPs, RAGs, using monitoring tools for cause identification.
•Excellent and effective English communication skills.
•Strong debugging, troubleshooting, analytical, and design capabilities.
•Strong track record of process optimization.
•Self-starter with excellent organizational and time-management skills; quick learner, quality-conscious, and committed to meeting deadlines.
Work arrangement
Marsh is committed to hybrid work. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.
Compensation
The applicable base salary range for this role is $70,500 to $112,900. The base pay offered will be determined based on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements, decided on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.
This is a Replacement position.
