AI Engineering Support Lead

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

Responsibilities:

• 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.
• 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 on 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.
• 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 incident and support requests, escalating to appropriate teams as necessary and ensuring all support documentation and knowledge bases remain accurate and up to date.

Qualifications:

• 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 (such as Service Now workflows, scripting such as Power Shell or Python, AIOps) to improve Mean Time To Resolution (MTTR) and First Contact Resolution (FCR).
• Proven demonstrable experience working with Microsoft Azure (IaaS and PaaS) offerings and strong ability to diagnose issues across distributed systems, including cloud platforms, Linux/Windows OS, networking fundamentals (DNS, connectivity), identity and access management, APIs, integrations, and application services.
• Strong proficiency with ITIL Version 4 (ITIL v4) practices, including Incident, Request, Problem, Change, Knowledge; familiarity with the Configuration Management Database (CMDB), service catalog, and major incident workflows.
• Excellent verbal and written communication, with the ability to effectively interact with individuals at all levels of responsibility and authority; able to prioritize, delegate, and foster the development of high‑performance teams.
• Must be authorized to work in the U.S. without the need for employment‑based visa sponsorship now or in the future; KPMG will not sponsor applicants for U.S. work visa status for this opportunity.

KPMG is an equal‑opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state or local laws.