Managed Services AI Platform Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• Design, develop, and enhance the Managed Services AI platform — providing production-ready AI functionalities that are seamlessly integrated into service delivery workflows.

• Spearhead the creation of agentic AI solutions, encompassing incident triage and classification, automated remediation and resolution, knowledge retrieval and summarization, as well as workflow orchestration and escalation.

• Propel use cases from initial concept to prototype and ultimately to production, ensuring genuine operational adoption.

• Architect and incorporate AI capabilities across essential platforms, including ITSM (ServiceNow), monitoring and observability tools, automation frameworks and runbooks, along with knowledge management systems.

• Integrate AI directly into everyday operational workflows — steering clear of standalone solutions — designed for multi-tenant, scalable managed services environments.

• Foster measurable enhancements within Managed Services operations: incident deflection rates, MTTR reduction, automation and self-healing coverage, ticket volume reduction, productivity of analysts and engineers, and overall service quality and client experience.

⛳️ Requirements

• Demonstrated hands-on experience in designing and delivering AI/LLM-based systems (agentic AI, RAG, orchestration) and cloud-native platforms and integrations.

• Solid background in IT operations, managed services, or service delivery contexts, with a focus on automation and optimization of workflows.

• Experience with integration into ITSM platforms (e.g., ServiceNow), observability and monitoring tools, as well as automation frameworks and scripting environments.

• Capability to translate operational challenges into AI-driven solutions, possessing a strong execution mindset aimed at achieving measurable outcomes.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• 401(k).

• Paid company holidays.

• Paid time off.

• Paid parental and caregiver leave.

• Plus more! See benefits https://www.aheadbenefits.com/ for additional details.