Platform Operations & Support

• Provide L2/L3 operational support for GenAI, Big Data, and analytics platforms.
• Manage day-to-day platform operations ensuring high availability, reliability, and performance.
• Support application onboarding activities including infrastructure sizing, capacity reviews, access management, and environment readiness.
• Assist application teams in troubleshooting platform-related issues and production incidents.
• Coordinate service restoration activities and drive timely incident resolution.
• Participate in on-call support and major incident management activities as required.

Reliability Engineering

• Monitor platform health, availability, capacity, and performance across cloud and on-prem environments.
• Perform proactive analysis to identify potential risks, service degradation, and capacity constraints.
• Drive continuous improvements in observability, monitoring, alerting, and operational processes.
• Develop operational runbooks, support procedures, and recovery documentation.
• Support disaster recovery testing, resiliency exercises, and operational readiness activities.

Automation & Operational Excellence

• Develop and maintain automation scripts using Shell, Python, Ansible, or similar technologies.
• Identify repetitive operational activities and implement automation solutions to improve efficiency and reduce manual effort.
• Partner with Engineering teams to enhance platform automation and self-service capabilities.
• Support Infrastructure-as-Code (IaC) initiatives where applicable.

Platform Administration

• Support administration and maintenance of Big Data platforms including:
  • Databricks
• Install, upgrade, patch, and configure platform components in Linux environments.
• Execute infrastructure maintenance activities including:
  • Operating System Patching
  • Firmware Upgrades
  • End-of-Life / End-of-Vendor Support (EOVS) remediation
  • Security and compliance upgrades
• Ensure platform compliance with enterprise standards and operational policies.

GenAI Platform Support

• Support enterprise GenAI services and model consumption platforms.
• Assist application teams with onboarding, model access requests, troubleshooting, and platform usage guidance.
• Monitor GenAI platform utilization and capacity trends.
• Support model governance processes, onboarding controls, and compliance initiatives.
• Stay informed on emerging GenAI technologies, capabilities, and industry trends.

Stakeholder Engagement

• Act as a trusted technical partner for application teams and business users.
• Provide guidance on platform best practices, operational processes, and support models.
• Publish knowledge articles, operational standards, platform documentation, and recommended practices.
• Collaborate with Engineering teams to drive platform improvements and operational efficiencies.
  • Mentor junior team members and contribute to knowledge sharing across the organization.