AI Specialist (Technical Support Representative)

IBM Business Services, Inc.; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

IBM Business Services, Inc. in Kuala Lumpur, Malaysia, seeks an AI Specialist (Technical Support Representative) to design and manage AI-driven solutions that automate workflows and improve service delivery.

You will work with stakeholders across operations, engineering, and architecture to deploy scalable agent-based AI capabilities. The role requires deep knowledge of compute, cloud AI tools, LLMs and frameworks, ML development, and an ACE certification, with a focus on governance and reliable

Qualifications

• Deep understanding of compute concepts including virtualization, containers, OS, and system administration.
• Experience with cloud platforms (GCP, AWS, Azure) and their AI/ML services.
• Hands-on experience with LLMs, Generative AI, and Google Cloud products (Vertex AI, Dialogflow, Gemini).
• Experience with ML model development and deployment.
• Familiarity with deep learning frameworks (PyTorch, TensorFlow, Jax, Ray) and ML APIs.
• ACE certification (Associate Cloud Engineer) is required

Responsibilities

• Translate requirements into scalable AI capabilities to automate workflows and augment decision-making.
• Integrate AI agents with observability, telemetry, event management, and monitoring platforms for intelligent automation and incident response.
• Monitor and optimize agent performance through model evaluation and prompt refinement.
• Maintain governance of AI solutions, production stability, performance thresholds, and compliance.
• Collaborate with operations, engineering, architecture, and business stakeholders to design and deploy agent-based solutions

Skills

Compute fundamentals

Cloud technologies

Generative AI

ML development

AIML frameworks

ACE Certification

Job description

AI Specialist (Technical Support Representative)

As an Applied AI Specialist, you will design, implement, and manage AI-driven solutions that operationalize AI-first Application Management Services. This role involves collaboration with various stakeholders to deliver scalable, user-centric AI capabilities that automate workflows and improve service delivery.

Key responsibilities

• Translate business and operational requirements into scalable AI capabilities that automate workflows and augment decision-making
• Integrate AI agents with observability, telemetry, event management, and operational monitoring platforms to enable intelligent automation and incident response
• Monitor and optimize agent performance through model evaluation, prompt refinement, and logic enhancements to improve accuracy and reliability
• Maintain operational governance of AI solutions by managing production stability, performance thresholds, and compliance requirements
• Collaborate with application operations, platform operations, engineering, architecture, and business stakeholders to design, deploy, and improve agent-based solutions

Professional and Technical Expertise

• Compute Fundamentals: Demonstrates a deep understanding of compute concepts, including virtualization, containerization, operating systems, and system administration.
• Cloud Technologies: Experience with cloud platforms like GCP, AWS, and Azure, including their AI/ML services.
• Generative AI Experience with LLM and Generative AI and Google Cloud Products and services (e.g Vertex AI, Dialogflow, Gemini)
• ML Development: Experience with Machine Learning model development and deployment.
• AIML Frameworks: Experience with frameworks for deep learning (e.g. PyTorch, Tensorflow, Jax, Ray, etc.), AI accelerators (e.g. TPUs, GPUs), model architectures (e.g. encoders, decoders, transformers), and using machine learning APIs.
• Must have Associate Cloud Engineer (ACE) Certification

Information Technology Services More than 10,000 employees

Founded in 1911 in the U.S., IBM – International Business Machines, is the world's largest IT and business solution provider. IBM is the only IT Company in the world, and also in China, to offer end-to–end solutions from hardware to software services and high end consultancy. IBM’s services arm is the world's largest information technology and consulting service provider.To drive higher value for clients and address the growing demand for global delivery of IT services, IBM opened its Global Delivery Center (GDC) in China in 1999 in Shanghai. Over the past decade, it has become IBM's second largest Global Delivery Center worldwide.China GDC provides a broad spectrum of services, including consulting, systems integration, application services, maintenance, testing, solution management, business transformation outsourcing services and IT infrastructure services. It also supports leading package solutions, such as SAP, Oracle, Siebel, mainframe and e-business applications.China GDC provides services to clients worldwide across the locations of Shanghai, Dalian, Shenzhen, Chengdu, and Wuhan and on the client sites. All the Global Delivery Centers located around the world comply with IBM’s global practices, processes and methodologies.In 2009, China GDC has successfully attained both ISO 20000 and ISO 27001 certifications. The ISO certification is another important milestone in the company’s continuous quality improvement efforts following its accreditation of Capability Maturity Model® Integration Maturity Level 5 (CMMI 5) Version 1.2 by the Software Engineering Institute (SEI) in 2008. With the latest and highest international standard institutionalized across China Global Delivery’s sites, IBM continues its leadership in quality control in China’s application services outsourcing market.

Founded in 1911 in the U.S., IBM – International Business Machines, is the world's largest IT and business solution provider. IBM is the only IT Company in the world, and also in China, to offer end-to–end solutions from hardware to software services and high end consultancy. IBM’s services arm is the world's largest information technology and consulting service provider.To drive higher value for clients and address the growing demand for global delivery of IT services, IBM opened its Global Delivery Center (GDC) in China in 1999 in Shanghai. Over the past decade, it has become IBM's second largest Global Delivery Center worldwide.China GDC provides a broad spectrum of services, including consulting, systems integration, application services, maintenance, testing, solution management, business transformation outsourcing services and IT infrastructure services. It also supports leading package solutions, such as SAP, Oracle, Siebel, mainframe and e-business applications.China GDC provides services to clients worldwide across the locations of Shanghai, Dalian, Shenzhen, Chengdu, and Wuhan and on the client sites. All the Global Delivery Centers located around the world comply with IBM’s global practices, processes and methodologies.In 2009, China GDC has successfully attained both ISO 20000 and ISO 27001 certifications. The ISO certification is another important milestone in the company’s continuous quality improvement efforts following its accreditation of Capability Maturity Model® Integration Maturity Level 5 (CMMI 5) Version 1.2 by the Software Engineering Institute (SEI) in 2008. With the latest and highest international standard institutionalized across China Global Delivery’s sites, IBM continues its leadership in quality control in China’s application services outsourcing market.