AI Engineering Support Lead

AI Engineering Support Lead
- KPMG US

Known for being a great place to work and build a career,
KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It is also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. It is consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Seramount, Fair
360 and others. If you're as passionate about your future as we are, join our team.

KPMG is currently seeking a Manager, AI Support Engineering to join our Digital Nexus technology organization.

• Serve as the hands‑on technical leader for complex, high‑impact customer and production issues, performing 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 directly 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 (e.g., 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 support requests and production incidents.
• Apply tools and techniques to proactively search for and document potential issues in production environments and work with other team resources to ensure the highest possible quality of service.
• Manage and coordinate major incidents to resolution; deliver root‑cause analysis reporting and trending; provide guidance to support staff; use standard runbooks to mitigate or resolve incoming incidents; keep 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 MTTR and FCR.
• Experience working with Microsoft Azure (IaaS and PaaS) and strong ability to diagnose issues across distributed systems.
• Strong proficiency with ITIL v4 practices (Incident, Request, Problem, Change, Knowledge) and familiarity with CMDB, service catalog and major incident workflows.
• Excellent verbal and written communication, ability to interact with all levels and prioritize, delegate and foster high‑performance teams.
• Must be authorized to work in the U.S. without requiring employment‑based visa sponsorship now or in the future. Full sponsorship not available.

• Mid‑Senior level

• Full‑time

• Information Technology

KPMG LLP and its affiliates and subsidiaries (“KPMG”) complies with all local/state regulations regarding displaying salary ranges. If required, the ranges displayed below or via the URL below are specifically for those potential hires who will work in the location(s) listed. Any offered salary is determined based on relevant factors such as applicant's skills, job responsibilities, prior relevant experience, certain degrees and certifications and market considerations.

In addition, KPMG is proud to offer a comprehensive, competitive benefits package, with options designed to help you make the best decisions for yourself, your family, and your lifestyle. Available benefits are based on eligibility. Our Total Rewards package includes a variety of medical and dental plans, vision coverage, disability and life insurance, 401(k) plans, and a robust suite of personal well‑being…