L2 Support Engineer – AI/ML Platform

Tata Consultancy Services; Jakarta Pusat; On-site; IDR 350,000,000 - 550,000,000; Full time

Job summary

Tata Consultancy Services (TCS) is seeking an experienced Application/Platform Support professional to monitor AI/ML models, manage inference endpoints, and ensure reliable production services from Jakarta. You will analyze logs, resolve incidents, and coordinate with engineering teams to maintain SLA compliance in a 24x7 environment.

The role requires strong Python skills and hands-on experience with AI platforms, MLOps, and cloud observability tools.

Qualifications

• 5–7 years of experience in Application/Platform Support, Cloud Operations, AI/ML Operations, or SRE.
• Bachelor's Degree in Computer Science, IT, Engineering, Data Science, or related field.
• Experience supporting enterprise-scale production environments with strict SLA requirements.
• Ability to work independently and collaborate with global teams.

Responsibilities

• Monitor and support AI/ML models, inference endpoints, and RAG pipelines in production environments.
• Investigate and resolve model, application, and platform incidents, including latency issues and failures.
• Analyze logs, metrics, traces, and quality signals to identify root causes and restore services.
• Validate data sources, embeddings, and dependencies impacting AI performance.
• Support controlled deployments, release management, rollback activities, and post-release validation.
• Coordinate major incidents and collaborate with engineering teams for resolution.
• Escalate defects to relevant development teams and ensure SLA/compliance.
• Maintain system documentation, incident reports, and knowledge articles.
• Participate in on-call rotations and contribute to service improvement.

Skills

Python

AI/ML platforms

MLOps

Troubleshooting

Cloud monitoring

Incident/Change management

24x7 production support

Education

Bachelor's degree in Computer Science / IT / Engineering / Data Science

Tools

Kubernetes

Docker

Grafana

Prometheus

Datadog

CloudWatch

Azure Monitor

Job description

A purpose-led organization that is building a meaningful future through innovation, technology, and collective knowledge. We're #BuildingOnBelief.

Tata Consultancy Services (TCS) is a global leader in IT services, digital and business solutions that partners with its clients to simplify, strengthen and transform their businesses. TCS offers a consulting-led, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. We ensure the highest levels of certainty and satisfaction through a deep-set commitment to our clients, comprehensive industry expertise and a global network of innovation and delivery centers. For more information, visit us at www.tcs.com.

Key Responsibilities

• Monitor and support AI/ML models, inference endpoints, and RAG pipelines in production environments.
• Investigate and resolve model, application, and platform incidents, including inference failures, latency issues, and service degradation.
• Analyze logs, metrics, traces, and quality signals to identify root causes and restore services.
• Validate data sources, retrieval systems, embeddings, and other dependencies impacting AI application performance.
• Support controlled deployments, release management, rollback activities, and post-release validation.
• Coordinate major incidents and collaborate with engineering teams for issue resolution.
• Escalate platform, infrastructure, or model defects to relevant development and engineering teams.
• Ensure compliance with SLA, security, change management, and operational standards.
• Maintain system documentation, incident reports, and knowledge articles.
• Participate in on-call support rotations and contribute to continuous service improvement initiatives.

Required Skills

• Strong programming experience in Python.
• Experience supporting AI/ML platforms, LLM applications, or Generative AI solutions.
• Knowledge of MLOps, LLM Operations, Prompt Engineering, and RAG architectures.
• Experience troubleshooting APIs, integrations, and distributed applications.
• Hands-on experience with cloud monitoring and observability platforms.
• Strong understanding of Incident, Problem, and Change Management processes.
• Experience supporting production applications in a 24x7 operational environment.
• Excellent analytical, troubleshooting, and communication skills.

Preferred Skills

• Experience with Azure, AWS, or Google Cloud Platform (GCP).
• Familiarity with Kubernetes, Docker, and containerized environments.
• Experience with monitoring tools such as Grafana, Prometheus, Datadog, CloudWatch, or Azure Monitor.
• Exposure to vector databases, semantic search, and AI application architectures.
• Understanding of CI/CD pipelines and release management processes.

Qualifications

• 5-7 years of experience in Application Support, Platform Support, Cloud Operations, AI/ML Operations, MLOps, or Site Reliability Engineering (SRE).
• Bachelor's Degree in Computer Science, Information Technology, Engineering, Data Science, or related discipline.
• Experience supporting enterprise-scale production environments with strict SLA requirements.
• Ability to work independently and collaborate effectively across global teams.

All applicants who meet the requirements will be considered equally and fairly for employment. TCS is an equal employment opportunity provider and does not differentiate applicants on any basis. If you are a person with a disability and need a reasonable accommodation to apply for this career opportunity, please do connect with us on our linked In TCS Asia Pacific Handle and we will be happy to guide you further.

We will review your application and will get back to you if we are considering your interest in this opportunity!