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.
• 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.
• 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.

• 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) is crucial.
• A strong, engineering-minded approach to solving problems, with a focus on system improvement and long-term strategic impact.
• Ability to quickly diagnose and resolve system incidents, minimize downtime, and implement solutions to prevent recurrence is paramount.
• Ability to rely on data from metrics, logs, and other sources to understand system behavior, analyze performance, identify trends, and make informed decisions to improve system reliability.
• Design, implement, and manage AI-driven tools, such as intelligent chatbots and autonomous support agents, to automate routine technical support tasks and empower end-users with self-service capabilities.
• Excellent communication skills to articulate technical concepts, collaborate on projects, and foster a shared understanding of reliability goals.
• Proactive in learning new technologies, methodologies, and tools to adapt to changing environments and continuously improve their skills and the systems they manage.

• 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.
• 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.
• 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.
• Enjoy benefits that take care of what matters

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.