AI Engineering Support Lead Manager

Join KPMG, a leader in audit, tax, and advisory services, recognized for its dynamic work culture and dedication to personal growth. Our success is built on delivering impactful results and fostering an inclusive environment. If you are passionate about making a difference in your career, we encourage you to be a part of our team.

KPMG is looking for a skilled Manager of AI Support Engineering to join our innovative Digital Nexus technology organization.

Key Responsibilities:

• Serve as a hands-on technical leader for complex, high-impact customer and production issues, performing thorough root-cause analysis across various systems including cloud infrastructure, networks, APIs, and different application layers. Use logs, metrics, traces, and live system inspections to debug issues effectively.
• Engage with highly technical customers, leveraging your expertise to establish credibility and communicate technical solutions effectively.
• Identify repetitive or error-prone support tasks and craft automation strategies to mitigate them. Develop scripts, tools, and workflows utilizing technologies such as Python, PowerShell, Bash, and CI/CD jobs to enhance diagnostics and remediation efforts.
• Oversee, coordinate, and communicate incidents from start to finish, including conducting root cause analyses; promote continuous improvement of monitoring services and support request resolution processes.
• Utilize various tools and techniques to proactively identify and document potential issues in production environments, collaborating with team members to maintain the highest service quality standards.
• Manage Major Incidents to resolution; produce Root Cause Analysis reports and trends; guide support staff using standard runbooks to mitigate or resolve incoming incidents and requests, while ensuring that support documentation is accurate and up to date.

Qualifications:

• At least five years of relevant experience managing critical infrastructure systems or networks.
• Bachelor's degree from an accredited institution or equivalent work experience.
• Proven ability to implement automation solutions (e.g., ServiceNow workflows, scripting in PowerShell or Python, AIOps) to enhance Mean Time To Resolution (MTTR) and First Contact Resolution (FCR).
• In-depth experience with Microsoft Azure (IaaS and PaaS) and a strong capability to diagnose issues across distributed systems, including cloud platforms, Linux/Windows OS, networking fundamentals (DNS, connectivity), identity and access management, APIs, and application services.
• Expertise in ITIL Version 4 (ITIL v4) practices, with a solid understanding of Configuration Management Database (CMDB), service catalog, and major incident workflows; highly organized with the ability to manage multiple projects simultaneously.
• Outstanding verbal and written communication skills, with the ability to effectively engage with individuals at all organizational levels; adept at prioritizing tasks, delegating responsibilities, and fostering high-performance teams in a customer-focused environment.
• Must be authorized to work in the U.S. without requiring employment-based visa sponsorship at any time.

KPMG offers a competitive benefits package designed to support your personal and professional well-being. Eligible employees enjoy designated Personal Time Off and holiday breaks each year. For additional details on our benefits, please visit the KPMG US Careers site.

KPMG is an equal opportunity employer, committed to complying with all applicable recruitment and hiring laws.