Senior Support Specialist - AI Applications

Cim; Toronto; Hybrid; CAD 119,000 - 189,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Marsh is seeking an IT Applications Support Specialist to help production and business applications, focusing on AI workflows. You will triage incidents, monitor health with Datadog and LangSmith, and collaborate with offshore/onshore teams to define requirements.

You will analyze issues, perform root-cause analysis, and communicate timely updates to stakeholders, including during outages and deployments. A hybrid work model is supported.

Qualifications

• Degree in Computer Science or Information Technology.
• 7 years of direct production and business applications support experience.
• 2 years of experience in AI application support, monitoring with DataDog and LangSmith tools.
• Hands-on experience with MEAN/MEANR stack, PostgreSQL, MS SQL Server, APIs (REST/JSON/GraphQL), Postman/Bruno, and GitHub; Python scripting.

Responsibilities

• Understand the application, processes, and stakeholders to provide support.
• Triage and clarify support tickets, coordinating with reporters and stakeholders.
• Analyze tickets, coordinate with IT teams, implement technical solutions to resolve issues.
• Monitor application/server health, logs and alerts; validate fixes with stakeholders.
• Perform root cause analysis for high-priority incidents and share findings.
• Communicate updates on high-priority tickets, deployments, outages and changes.
• Ensure adherence to SDLC and Change Management and produce service-management reports.
• Be available for on-call and off-hours support; work a flexible schedule.
• Analyze incident data/logs to identify patterns and improvements.
• Manage improvisation projects in Application Support and participate in ideation.

Skills

AI application support

DataDog

LangSmith

MEAN/MERN stack

PostgreSQL

MS SQL Server

APIs

Postman

GitHub

Python

Docker

Kubernetes

API principles

Datadog

Education

Degree in Computer Science or Information Technology

Tools

ServiceNow

JIRA

Splunk

Datadog

Job description

This role is responsible for supporting production and business applications, monitoring application health, and proactively identifying and escalating issues to stakeholders. It includes handling user-facing production issues, requests, and data or information needs, as well as collaborating on vulnerability remediation and other support escalations. A key focus is supporting AI applications, including triage, debugging, and troubleshooting in ways that differ from traditional non-AI systems. The ideal candidate has experience supporting or maintaining AI applications, a strong understanding of AI support processes, sub-processes, troubleshooting methods, and tools, and is comfortable working in a hands-on support role.

We will count on you to:

• Understand the application, its processes, and all relevant stakeholders, and maintain professional relationships with online business teams to provide support where needed.
• Triage and clarify support tickets (incidents and service requests), coordinating with reporters and stakeholders (offshore and onshore) to ensure requirements are well defined.
• Analyze support tickets, coordinate with other IT teams, and identify and implement technical solutions to resolve software and usability issues (functionality, sign-on, security access, reporting, upgrades).
• Monitor application and server health, logs, and alerts; analyze issues, raise and elevate support tickets as required, and validate fixes through stakeholder testing.
• Perform root cause analysis for high-priority incidents, prepare incident reports, and share findings and next steps with stakeholders.
• Communicate timely updates to stakeholders on high-priority tickets, deployments, outages, and change activities; develop client communications for rollouts, downtime, new functionality, training, and documentation.
• Ensure adherence to implementation, support, and change-management processes (e.g., SDLC and Change Management) and contribute to process and application/project improvements; produce service-management summary reports.
• Be available for meetings, on-call and off-hours support (including weekends) and work a flexible schedule to accommodate off-hours conference calls.
• Analyze incident data and logs to identify patterns and improvement opportunities
• Manage improvisation projects in Application Support
• Participation in ideation and gigs

What you need to have:

• Degree in Computer Science or Information Technology.
• 7 years of direct production and business applications support experience.
• 2 years of experience in AI application support, monitoring with DataDog and Langsmith toolsHands-on support and development experience with one or more of: MEAN/MEARN stack, PostgreSQL, MS SQL Server, APIs (REST/JSON/GraphQL), Postman/Bruno, and GitHub; scripting knowledge of Python.
• Hands-on support and development experience with one or more of: MEAN/MEARN stack, PostgreSQL, MS SQL Server, APIs (REST/JSON/GraphQL), Postman/Bruno, and GitHub; scripting knowledge of Python.
• Practical experience with containerization and orchestration (Docker and/or Kubernetes) and supporting multi-tier Internet/Intranet applications using common design patterns.
• Strong understanding of API principles (HTTP methods, REST, JSON, SOAP, GraphQL) and familiarity with API management platforms such as Apigee and AWS API Gateway.
• Experience with ITSM and monitoring tools such as ServiceNow, JIRA, Datadog, or Splunk; minimum one year of AI monitoring experience with Datadog or LangSmith.
• Good understanding of AI models (traditional and LLMs)-model lifecycle, bias/accuracy, and model drift-plus knowledge of prompt engineering, MCP, RAG, Token Management, AI KPIs.

What makes you stand out:

• Cloud technologies (AWS, Azure); ITIL certified; experience working in offshore-onsite delivery teams.
• Good technical knowledge to understand and debug AI applications, MCPs, RAGs, using monitoring tools for cause identification
• Excellent and effective English communication skills.
• Strong debugging, troubleshooting, analytical, and design capabilities.
• Strong track record of process optimization
• Self-starter with excellent organizational and time-management skills; quick learner, quality-conscious, and committed to meeting deadlines.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact on colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Marsh will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual's particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need, please contact [e-mail].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.

The applicable base salary range for this role is $86,500 to $136,500.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, retirement programs as well as employee assistance programs.

This is a New position.