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
Skills Required
- Bachelor's degree in Computer Science, Software Engineering, Information Technology, or related discipline (or equivalent practical experience)
- Minimum 7 years experience in Platform Operations, Production Support, Cloud Operations, SRE, DevOps, AI Platform Support, or Enterprise Application Support
- Minimum 2 years experience supporting AI, ML, LLM, or Agentic AI solutions in production environments
- Primary coverage window: Tuesday to Saturday 07:00-16:00 ICT; on-call and weekend (Sunday or Monday) standby mandatory
- Experience supporting AI services leveraging Azure AI, AWS Bedrock, AgentCore, orchestration frameworks, APIs, and data pipelines
- Experience with incident, service request, and problem management tools such as Jira and ServiceNow
- Experience with monitoring, logging, observability, SLA/SLO tracking, KPI reporting, and alerting mechanisms
- Familiarity with FinOps, operational cost monitoring and platform lifecycle management
- Knowledge of Responsible AI, security policies, access controls, audit requirements (Athena / IAR) and governance/compliance processes
What We Do
EFFICIENCY IN MOTION Driving Banking Innovation ATA IT, a subsidiary of the National Bank of Canada, was established in 2016. We deliver world-class IT services to NBC and its subsidiaries, setting the standard for banking technology and supporting its global reach. We achieve this through innovative banking services and uncompromising security, adhering to the highest standards to ensure our group's trust and satisfaction. Our expertise includes: · IT Banking Solutions: From enterprise architecture and infrastructure implementation to seamless integration services and fully managed, high-availability data center hosting. · 24/7 End-to-End Support: Ensuring continuous operational excellence with round-the-clock monitoring and maintenance. · Business Services & Applications: From secure brokerage platforms and corporate banking portals to solutions for institutional trusts, securities lending, and syndicated loans, we are aligned to the financial landscape. ATA IT’s strength lies in encouraging our employees to drive innovation, and our team is a vibrant mix from various cultural backgrounds & industries, collaborating to create a thriving work environment.
