AI / ML Engineer II

Responsibilities:

• Contribute toward AI roadmap for AI-driven automation aligning with strategic company and client goals.

• Collaborate with engineering and data teams to design and architect scalable, robust, and innovative AI solutions (e.g., automated network diagnostics, bot recommendation systems, AI agents NOC operations).

• Act as the Solution Owner in an Agile/Scrum environment, managing the product backlog, writing detailed user stories, defining acceptance criteria, and prioritizing features.

• Lead the evaluation, fine-tuning, and integration of open-source Large Language Models (LLMs) like Llama series & other LLMs.

• Develop and own key components of the automation framework, including PowerShell and Python runbook executors.

• Develop and train machine learning models for tasks such as anomaly detection, predictive maintenance, and capacity planning in IT environments.

• Work with large datasets of IT operational data, performing data cleaning, feature engineering, and data analysis to improve model accuracy and performance.

• Contribute to the development of internal automation tools and frameworks.

• Deliver continuous service improvements by proactively identifying opportunities for process enhancements.

• Proficiently develop AI/Gen AI point solutions to meet business needs.

• Troubleshoot and resolve issues related to automation systems and AI models.

• Engage with customers, IT operators, Network Engineers, and internal stakeholders to gather requirements, validate solutions, and ensure product-market fit.

• Serve as the Subject Matter Expert (SME) on AIOps, IT Process Automation (ITPA), and Runbook Automation (RBA), providing technical guidance and insights.

• Document automation processes, code, and models clearly and concisely.

• Actively contribute to team results and work towards achieving team goals and objectives.

• Undertake designated skill/knowledge development within the organization, including training of next-level team members.

Required Skills & Competencies:

• 4+ years of experience in IT services, with at least 3 years in:

  • IT Service Automation – Orchestration, Scripting, & Process Assessment.

  • AI Engineering – Developing and deploying AI Agents and cutting-edge GenAI & ML solutions to address complex business challenges.

• Expertise in integrating various tools and building analytics/insights.

• Proficiency in at least two scripting languages such as PowerShell, Python, or Shell Script.

• Strong foundational knowledge across core IT domains, with a specific emphasis on Network & Network Services, including understanding network topologies, protocols, and common operational issues.

• Demonstrable experience implementing solutions using state-of-the-art LLMs, with hands-on experience with both open-source models (e.g., Llama series) and proprietary models (e.g., GPT-4).

• Proficiency with a major deep learning framework, preferably PyTorch, for model experimentation and fine-tuning.

• Proficiency in a high-level programming language (Java, Python) and experience with containerization technologies (Docker, Kubernetes) for deploying AI models.

• Solid understanding and practical experience with cloud platforms such as Azure or GCP, including knowledge of their networking services (e.g., VNets, VPCs).

• Experience with AI/ML libraries and frameworks.

• A strong understanding of ITIL process on one or more service lifecycle or service capability modules.

• Knowledge in one or more System administrative activities like monitoring, service requests, incident management, change management, & maintenance.

• Excellent communication skills with an ability to explain concepts and solutions clearly and concisely.

• Experience in training/grooming people.

• Excellent analytical and problem-solving skills.