Key Responsibilities: * Primary Coverage Window: Tuesday to Saturday 7:00 AM - 4:00 PM ICT (Thailand Time). * On-call and weekend (Sunday or Monday) standby support are mandatory for this position. AI Platform Operational Support: * Provide Level 2 and Level 3 support for enterprise AI platforms. * Support AI services leveraging Azure AI, AWS Bedrock, AgentCore, orchestration frameworks, APIs, and data pipelines. * Monitor availability, reliability, performance, latency, capacity, and operational costs (FinOps). * Manage incidents, service requests, and problem records through Jira and ServiceNow. * Coordinate root cause analysis activities and maintain operational documentation / runbooks. AI Agent Production Support: * Ensure operational continuity of AI agents deployed in production environments. * Diagnose and resolve issues involving prompts, prompt orchestration, agent workflows, backend integrations, APIs, knowledge bases, and data dependencies. * Perform configuration updates and tuning activities. * Support production releases and deployments. Support for Spoke Teams * Act as the primary operational contact for business and technology teams. * Support platform onboarding, AI agent deployment, incident resolution, troubleshooting, and adoption of best practices. * Facilitate communication between Hub, Architecture, Operations, and Delivery teams. Platform Contribution: * Partner with the Hub team to improve platform stability and scalability. * Contribute to monitoring, logging, error-handling standards, and operational procedures. * Support AI platform lifecycle management activities. Monitoring & Observability: * Contribute to the implementation and evolution of monitoring dashboards, SLA/SLO tracking, KPI reporting, and alerting mechanisms. * Analyze recurring incident patterns and recommend corrective actions. * Participate in operational reviews and service health assessments. Governance & Compliance: * Support compliance with Responsible AI requirements (Athena / IAR), security policies, access management controls, and audit requirements. * Ensure full incident traceability and documentation. * Participate in risk reviews and governance activities. Qualification:  * Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related discipline. * Equivalent practical experience will also be considered. * Minimum 7 years of experience in Platform Operations, Production Support, Cloud Operations, SRE, DevOps, AI Platform Support, or Enterprise Application Support. * Minimum 2 years of experience supporting AI, ML, LLM, or Agentic AI solutions in production environments. What you will get from ATA IT : * 14 days’ vacation in first year * Health insurance for staff & families * Life insurance  * Dental fee for staff & families * Provident fund * Monetary Assistance (Childbirth, Funeral, Basket Visit) * Annual Party * Monthly Activities- Staff Birthday & Company Activities * Annual Health Check * Multi-national company with flexible working hours, but professional company culture * Work from Home Policy