AI Engineering Support Lead

Join to apply for the AI Engineering Support Lead role at 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. If you're as passionate about your future as we are, join our team.

• 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 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.
• 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 incidents and support requests.

• 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.
• 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, identity and access management, APIs, integrations, and application services.
• Strong proficiency with ITIL v4 practices, familiarity with the CMDB, service catalog, and major incident workflows.
• Excellent verbal/written communication and ability to prioritize, delegate and foster 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. 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 and local laws.