AI Platform & Agents Support Lead

Key Responsibilities

Primary Coverage Window: Tuesday to Saturday 7:00 AM - 4:00 PM ICT (Thailand Time). On-call and weekend (Sunday or Monday) standby support are mandatory for this position. AI Platform Operational Support: Provide Level 2 and Level 3 support for enterprise AI platforms. Support AI services leveraging Azure AI, AWS Bedrock, Agent.

Core, orchestration frameworks, APIs, and data pipelines. Monitor availability, reliability, performance, latency, capacity, and operational costs (Fin. Ops). Manage incidents, service requests, and problem records through Jira and Service. Now. Coordinate root cause analysis activities and maintain operational documentation / runbooks.

AI Agent Production Support: Ensure operational continuity of AI agents deployed in production environments. Diagnose and resolve issues involving prompts, prompt orchestration, agent workflows, backend integrations, APIs, knowledge bases, and data dependencies. Perform configuration updates and tuning activities. Support production releases and deployments.

Support for Spoke Teams Act as the primary operational contact for business and technology teams. Support platform onboarding, AI agent deployment, incident resolution, troubleshooting, and adoption of best practices. Facilitate communication between Hub, Architecture, Operations, and Delivery teams. Platform Contribution: Partner with the Hub team to improve platform stability and scalability.

Contribute to monitoring, logging, error-handling standards, and operational procedures. Support AI platform lifecycle management activities. Monitoring & Observability: Contribute to the implementation and evolution of monitoring dashboards, SLA/SLO tracking, KPI reporting, and alerting mechanisms. Analyze recurring incident patterns and recommend corrective actions.

Participate in operational reviews and service health assessments. Governance & Compliance: Support compliance with Responsible AI requirements (Athena / IAR), security policies, access management controls, and audit requirements. Ensure full incident traceability and documentation. Participate in risk reviews and governance activities.

Qualification: Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related discipline. Equivalent practical experience will also be considered. Minimum 7 years of experience in Platform Operations, Production Support, Cloud Operations, SRE, DevOps, AI Platform Support, or Enterprise Application Support.

Minimum 2 years of experience supporting AI, ML, LLM, or Agentic AI solutions in production environments. What you will get from ATA IT : 14 days’ vacation in first year Health insurance for staff & families Life insurance Dental fee for staff & families Provident fund Monetary Assistance (Childbirth, Funeral, Basket Visit) Annual Party Monthly Activities- Staff Birthday & Company Activities Annual Health Check Multi-national company with flexible working hours, but professional company culture Work from Home Policy