Lead Engineer, IT Support, Cloud Computing: Infrastructure & Operations

Job Family

IT Architecture/Cloud (India)

Travel Required

None

Clearance Required

None

What You Will Do

• Lead advanced technical support and escalation management for enterprise AI platforms, including Microsoft Copilot Tier 4, Claude, and ChatGPT Enterprise.
• Act as the primary technical escalation point for complex incidents, platform issues, user-impacting defects, integrations, access problems, policy/configuration concerns, and service disruptions.
• Troubleshoot AI platform issues across identity, permissions, tenant configuration, data access, plugins/connectors, browser/client behavior, network, security controls, and enterprise integrations.
• Collaborate with Microsoft, Anthropic, OpenAI, internal engineering teams, security teams, product owners, and business stakeholders to resolve high-severity issues.
• Perform root cause analysis for recurring incidents and drive corrective and preventive actions.
• Support enterprise rollout, adoption, governance, and operational readiness for GenAI platforms.
• Create and maintain technical documentation, support playbooks, known-error articles, troubleshooting guides, SOPs, and escalation workflows.
• Monitor platform health, usage trends, incident patterns, and support metrics to identify opportunities for automation and service improvement.
• Mentor T1/T2 support engineers and provide technical guidance on AI platform support processes.
• Participate in major incident management, change reviews, release readiness, and post-incident reviews.
• Ensure support activities align with enterprise security, compliance, privacy, and responsible AI requirements.

• Bachelor’s or Master’s Degree in Computer Science, Information Technology, Engineering, or a related field.
• 8 to 12 years of overall IT experience, with at least 3 to 5 years in senior technical support, escalation engineering, platform operations, cloud support, or enterprise application support.
• Strong hands-on experience supporting enterprise SaaS platforms, preferably Microsoft 365, Microsoft Copilot, Azure, OpenAI, Claude, ChatGPT Enterprise, or similar AI productivity platforms.
• Experience handling Tier 3/Tier 4 escalations, major incidents, root cause analysis, and vendor coordination.
• Strong understanding of Microsoft 365 ecosystem, including Entra /Azure AD, Teams, SharePoint, One Drive, Exchange Online, Purview, Conditional Access, and enterprise security policies.
• Working knowledge of GenAI concepts, LLM behavior, prompt flows, AI governance, data privacy, enterprise controls, and responsible AI practices.
• Ability to troubleshoot authentication, authorization, permissions, licensing, tenant configuration, API/integration, browser/client, network, and data access issues.
• Experience working with ITSM tools such as Service Now, Jira, Azure Dev Ops, or similar platforms.
• Strong communication and collaboration skills, with the ability to work effectively with technical teams, business users, vendors, and leadership.
• Ability to document complex technical issues clearly and provide actionable recommendations.
• Strong analytical, problem-solving, and ownership mindset.
• Experience working in a global support model with SLA-driven operations.

• Experience with Microsoft Copilot for Microsoft 365, Copilot Studio, Azure OpenAI Service, Microsoft Graph, Power Platform, or enterprise AI integrations.
• Experience supporting ChatGPT Enterprise, Claude Enterprise, or other LLM-based enterprise platforms.
• Knowledge of API testing, REST APIs, Postman, Power Shell, Python, or automation scripting.
• Familiarity with observability, monitoring, and log analysis tools such as Splunk, Azure Monitor, Log Analytics, or Datadog.
• Understanding of enterprise security and compliance frameworks such as SOC 2, ISO 27001, GDPR, HIPAA, or internal risk controls.
• Experience creating knowledge base articles, runbooks, support dashboards, and operational reports.
• Microsoft certifications such as MS-900, SC-900, AZ-900, MS-102, or Azure AI Engineer Associate.
• ITIL Foundation certification or experience working in ITIL-based service management processes.
• Prior experience mentoring junior engineers or leading technical support pods.