Subject Matter Expert

IT Services and Support is seeking an experienced Subject Matter Expert to support IT Service Desk Operations and Transition teams. The expert drives end-to-end intelligent automation in IT service desks, designing RPA bots, multi-agent systems, and MLOps pipelines that handle incident routing, predictive maintenance, and remediation autonomously. By integrating LLMs with tools like ServiceNow and Azure, this role transforms reactive support into proactive, It fosters a hybrid human-AI environment, enhancing global scalability and compliance in high-volume environments.

• Design and prototype Agentic AI workflows (LLM-based agents, optionally combined with RPA) for intelligent ticket classification, routing, and first-line resolution across incident, request, and change management.
• Architect secure integration points between AI agents and enterprise systems -ServiceNow, Active Directory/Windows Server, VMware, Power BI, and cloud platforms (Azure/AWS) -ensuring agents operate within existing identity, access, and network controls.
• Apply infrastructure and threat/vulnerability management expertise to assess and mitigate security risks introduced by AI agents with system- or API-level access.
• Build and maintain RAG-based knowledge retrieval so agent responses are grounded in verified enterprise knowledge bases, reducing hallucination risk.
• Develop PowerShell and/or Python automation to bridge AI agent actions with Windows Server, VMware, and cloud environments.
• Partner with delivery partners, vendors and internal ITSM stakeholders to translate business requirements into agent architecture and working prototypes.
• Monitor agent performance and reliability as part of the broader service desk platform, contributing to team-level uptime and SLA targets; lead root-cause analysis for automation or infrastructure failures.
• Conduct testing and validation, including A/B testing, to measure agent accuracy, safety, and ROI in production service desk scenarios.
• Contribute positively for HLD/LLD architecture – understand – all components and effectively contribute towards refining the same
• Document architecture, runbooks, and operational procedures; train service desk staff on AI tool usage and troubleshooting.
• Support cost-effective scaling of cloud resources for AI inference during high-volume periods.
• Evaluate emerging capabilities, such as multimodal AI for tickets containing screenshots, logs, or voice input, for future roadmap

• Bachelor’s degree in computer science, Information Technology, or a related Engineering discipline.
• 3+ years in IT infrastructure/systems administration (Windows Server, MECM, VMware, Active Directory), including hands-on exposure to LLM or agentic AI tooling (e.g., LangChain or equivalent) is a must
• Working knowledge of Python and/or PowerShell for scripting and automation is a must
• Experience in Admin or developer with AWS cloud services; Azure exposure is a must
• ServiceNow platform experience strongly preferred is a must
• ITIL certification preferred.
• Background in threat and vulnerability management, particularly as it relates to securing AI-integrated systems is a plus
• Ability to bridge infrastructure knowledge with agentic AI design -understanding how automation decisions affect the real IT estate (Active Directory, Windows Server, VMware) the agent acts on is must have

At Teva India, care is at the heart of how we work. From your first day, you’ll be welcomed into a people-first culture built on inclusion, respect, and belonging.

That support extends to you and your loved ones through benefits designed for real life. These include comprehensive medical insurance, OPD coverage, annual health checkups, term life and accident insurance, and confidential emotional wellbeing support through our Optum Employee Assistance Program. You’ll also enjoy healthy meals at work, holistic wellbeing initiatives, and volunteering programs that help you give back to the community.

Your growth matters too. You’ll have opportunities to build future-ready skills, collaborate on projects with global teams, explore internal career opportunities, and learn through programs such as our AI-enabled Teva Twist program, R&D Academy, continuing education, and mentorship.

Join our vibrant workplace, where we celebrate milestones, festivals, achievements, and community impact together