AI Engineering Support Lead

Kpmg Manager, Ai Support Engineering

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Seramount, Fair360 and others. If you're as passionate about your future as we are, join our team. KPMG is currently seeking a Manager, AI Support Engineering to join our Digital Nexus technology organization.

Responsibilities:

• Serve as the hands-on technical leader for complex, high-impact customer, and production issues, performing deep root-cause analysis across distributed systems, cloud infrastructure, networks, APIs, and application layers.
• Partner directly with highly technical customers, speaking their language and earning credibility through technical depth.
• Identify repetitive, manual, or error-prone support tasks and design automation to eliminate them. Build scripts, tools, and workflows (e.g., Python, PowerShell, Bash, APIs, CI/CD jobs) to streamline diagnostics, remediation, and reporting.
• Manage, coordinate, and communicate on incidents from inception to resolution including root cause analysis; drive continuous improvement to monitoring services and internal processes for resolution of support requests and production incidents.
• Apply tools and techniques to proactively search for and document potential issues in production environments and work with other team resources to ensure the highest possible quality of service.
• Manage and coordinate Major Incidents to resolution; deliver Root Cause Analysis reporting and trending; provide guidance to support staff; use standard runbooks to mitigate or resolve incoming incident and support requests, escalating to appropriate teams as necessary and ensure all support documentation and knowledge bases remain accurate and up to date.

Qualifications:

• Minimum five years of recent experience supporting critical infrastructure systems and/or managing a network.
• Bachelor's degree from an accredited college/university or equivalent work experience.
• Proven track record implementing automation and self-service (such as ServiceNow workflows, scripting such as PowerShell or Python, AIOps) to improve Mean Time To Resolution (MTTR) and First Contact Resolution (FCR).
• Proven demonstrable experience working with Microsoft Azure (IaaS and PaaS) offerings and strong ability to diagnose issues across distributed systems, including cloud platforms, Linux/Windows OS, networking fundamentals (DNS, connectivity), identity and access management, APIs,... For full info follow application link.

KPMG is an equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.