AI Engineering Support Lead

Job Overview

AI Engineering Support Lead Manager at KPMG US. Manage technical support for high-impact customer and production issues across distributed systems, cloud infrastructure, and application layers.

• Hands‑on technical leader for complex, high‑impact customer and production issues. Perform deep root‑cause analysis across distributed systems, cloud infrastructure, networks, APIs, and application layers. Debug issues using logs, metrics, traces, and live system inspection.
• Partner with highly technical customers, speaking their language and earning credibility through technical depth.
• Identify repetitive, manual, or error‑prone support tasks and design automation to eliminate them. Build scripts, tools, and workflows (Python, Power Shell, Bash, APIs, CI/CD jobs) to streamline diagnostics, remediation, and reporting. Continuously improve operational practices by enhancing diagnostics, self‑service capabilities, runbooks, and troubleshooting workflows based on real production learnings.
• Manage, coordinate, and communicate incidents from inception to resolution, including root‑cause analysis. Drive continuous improvement to monitoring services and internal processes for resolution of support requests and production incidents.
• Proactively search for and document potential issues in production environments. Work with other team resources to ensure the highest possible quality of service.
• Deliver Root Cause Analysis reporting and trending for major incidents. Provide guidance to support staff, use standard runbooks to mitigate or resolve incoming incident and support requests, and keep support documentation and knowledge bases accurate and up to date.

• Minimum five years of recent experience supporting critical infrastructure systems and/or managing a network.
• Bachelor's degree from an accredited college/university or equivalent work experience.
• Proven track record implementing automation and self‑service (e.g., Service Now workflows, scripting such as Power Shell or Python, AIOps) to improve Mean Time To Resolution (MTTR) and First Contact Resolution (FCR).
• Proven experience working with Microsoft Azure (IaaS and PaaS) offerings and strong ability to diagnose issues across distributed systems, cloud platforms, Linux/Windows OS, networking fundamentals (DNS, connectivity), identity and access management, APIs, integrations, and application services.
• Strong proficiency with ITIL Version 4 practices (Incident, Request, Problem, Change, Knowledge). Familiarity with CMDB, service catalog, and major incident workflows. Organizational skills and ability to work on multiple projects simultaneously.
• Excellent verbal and written communication. Ability to interact with individuals at all levels of responsibility and authority. Prioritize, delegate, and foster the development of high‑performance teams to lead/support an environment driven by customer service and teamwork.
• Authorized to work in the U.S. without the need for employment‑based visa sponsorship now or in the future. KPMG LLP does not sponsor U.S. work visa status for this opportunity.