Incident Support Engineer - Machine Learning Production
Job Description Summary
Levi Strauss & Co. is seeking talent for our Machine Learning Operations Support team. We are looking for a technically capable individual to join our Incident Support Team support. This role is a hands-on position which requires extensive technical evaluation skills with oversight and ability to debug before a team escalation. GCP and AWS platform expertise is mandatory with at least 5 years of hands-on configuration, implementation and support experience. The candidate should be flexible, knowledgeable, and be able to be involved hands-on.
Key Responsibilities
· Expected breakdown of responsibilities.
o 70% Technical Subject Matter Expertise
o 30% Stakeholder Management
· Provide technical subject matter expertise and thought leadership for our Machine Learning platform including.
o ML Platform
o Incident Management
o Working in a Global Support model.
o Experience implementing proactive monitoring.
· Lead the resolution with our ML and eCommerce related technology incidents including collaborating cross functionally with partner IT and business teams.
· Lead the transition of capabilities into our Machine Learning support teams and provide continuous oversight to ensure our providers are delivering high quality technical services.
· Provide oversight for our third-party support providers to ensure they are meeting both SLA and customer satisfaction requirements.
· Conduct regular incident reviews to identify reoccurring problems and lead the implementation of permanent long-term solutions.
· Conduct regular meetings with our business operations and retail teams to ensure customer satisfaction and identify opportunities and pain points.
· Ensure all cross-system interfaces including monitoring and alerting to allow IT to proactively solve error conditions.
· Ability to communicate complex issues & solutions in simple business language.
· Exceptional Communication skills, written and verbal.
Desired Skills and Experience
· 3+ Years experience supporting eCommerce services.
· Experience explaining complex IT issues in everyday language the business can understand.
· Bachelor’s degree in Computer Science, or appropriate combination of education and experience.
· Excellent client facing and presentation skills.
· Committed to a high level of customer service to internal clients.
· Self-reliance and capability for independent work; able to work well in a team
· Willing to continue to learn as technology changes
Logical and analytical approach to solving problems
