IT Support Services Consultant

The IT Support Services Consultant is a critical role in our application support team, responsible for the operational health and performance of our applications.

• Keep up continuous uptime and accessibility of critical business applications and services.
• Respond to and resolve incidents and outages promptly.
• Utilize AI and machine learning to analyze application logs and user behavior patterns, predicting potential issues and implementing proactive measures to prevent disruptions and performance degradation
• Champion the adoption of AI technologies across the support organization.
• Provide training, create documentation, and establish best practices to upskill team members and foster a culture of AI innovation.
• Automate repetitive, manual tasks (toil) to improve efficiency and reduce human error.
• Establish and maintain robust monitoring and alerting systems to gain real-time insights into system health and performance.
• Conduct blameless post-mortem reviews to analyze the root causes of failures, document learnings, and implement corrective measures to prevent future occurrences.
• Work with cross-functional teams, including product, engineering, and business stakeholders, to identify high-impact opportunities for AI integration.
• Clearly articulate how AI solutions will improve efficiency, enhance the customer experience, and deliver measurable business outcomes.
• Establish clear, measurable targets for system performance and reliability, often based on Service Level Indicators (SLIs).
• Stay informed on emerging AI technologies and industry trends.
• Evaluate and pilot new AI solutions to continuously enhance application support processes and capabilities.

• Strong understanding of core concepts in AI and machine learning, including algorithms, model training, and deployment
• Proficiency in scripting languages (e.g., Python, Bash) and Infrastructure as Code (IaC) tools (e.g., Terraform, Ansible)

• 401k matching
• Health insurance
• Flight privileges

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks.