Production Stability of AI Chatbot Application, AVP

The position of AVP - Production Stability of AI Chatbot Application in Pune, India involves overseeing a high-profile AI chatbot system critical for customer service and operational efficiency. The AI chatbot plays a crucial role in enhancing customer experience and reducing operational costs by providing round-the-clock assistance for banking queries. Maintaining production stability of this system is paramount, necessitating the addition of team members to mitigate risks and safeguard the organization's reputation. These roles will ensure redundancy, scalability, and incident-handling capabilities to meet service-level commitments and deliver a seamless customer experience. Currently, the team is understaffed, posing risks of extended downtimes and delays in addressing high-priority incidents. Key Responsibilities: - Monitor production systems for performance, availability, and anomalies related to the AI chatbot, APIs, or infrastructure. - Troubleshoot and resolve issues, collaborating with development teams for bug fixes and enhancements. - Provide application support, act as an escalation point for user issues, and mentor regional support teams. - Gain in-depth knowledge of business flows, application architecture, and hardware configuration. - Define procedures, SLAs, and maintain a knowledge base for consistent service levels. - Build relationships with stakeholders, manage incidents through resolution, and drive post-mortem analyses. - Facilitate coordination across teams, drive tools and best practices implementation, and review service requests and issues for improvement. - Work in shifts covering EMEA hours and be flexible during major outages or issues. Skills and Experience: - 5+ years of IT support and interaction with application end users. - Strong analytical and problem-solving skills. - Exceptional communication skills for technical and non-technical audiences. - Understanding of ITIL/best practices, preferred ITIL v3 foundation certification. - Experience in financial institutions or large corporations, chatbot communication models, and IT operations in large organizations. - Ability to work across cultures, regions, and time zones. Technical Competency: - Cloud Technologies: Hands-on experience with Google Cloud Platform (GCP), proficiency in Google Cloud Run and Observability tools. - DevOps Tools: Expertise in GitHub Actions for CI/CD pipelines and version control with GitHub. - AI/ML and Chatbot Frameworks: Knowledge of Dialogflow and Google Moderation API. - Incident and Operations Management: Familiarity with high-criticality systems incident management and troubleshooting. Soft Skills: - Excellent problem-solving abilities in high-pressure scenarios. - Strong communication skills to collaborate with stakeholders and teams effectively. - Ability to prioritize tasks and manage time efficiently in a fast-paced environment. The role offers benefits such as leave policies, parental leaves, reimbursement, sponsorship for certifications, employee assistance program, insurance coverage, and health screening. Training, coaching, and a culture of continuous learning are provided for career advancement. The organization promotes a positive, fair, and inclusive work environment, valuing responsibility, commercial thinking, initiative, and collaboration. Visit the company website for more information: https://www.db.com/company/company.htm.,