L3 Support Engineer : Gen AI SRE DevOps (L3)

Iris's direct client, one of the Top 5 Bank in Canada, is looking to hire a L3 Support Engineer : Gen AI SRE DevOps (L3) for a long term opportunity at Calgary, AB (Hybrid -3 days onsite/week).

Our Client is a Canadian multinational financial services company and the largest bank in Canada by market capitalization. The bank serves over 17 million clients and has more than 89,000 employees worldwide. Bank is serving individual consumers, small and middle market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk-management products and services.

Position: L3 Support Engineer : Gen AI SRE DevOps (L3)Location: Toronto, ON (Hybrid – 4 Days in Office/week)Duration: Long Term Open Ended ContractKey responsibilities

• Provide Technical Support: Offer expert-level support for GenAI products and services, including troubleshooting, debugging, and resolving technical issues.
• Troubleshooting and Problem Resolution: Identify, diagnose, and resolve complex technical problems involving AI models, algorithms, prompts, and software.
• End User Interaction: Work directly with end users to understand their needs, gather requirements, and provide solutions for GenAI-related challenges.
• Platform Enhancement and Optimization: Support and maintain a scalable, fault-tolerant AI/ML platform, monitor and troubleshoot data pipeline and model inference performance, and optimize AI models for real-time applications.
• Collaboration: Collaborate closely with engineering, DevOps, and product teams to improve product features, functionality, and reliability based on customer feedback and ensure seamless deployment improvements.
• Documentation and Training: Create and maintain detailed documentation of support processes, issues, and resolutions for internal and external stakeholders. Assist in training customers and internal teams on best practices for using and maintaining GenAI products.
• Monitoring and Reporting: Monitor system performance, perform regular health checks, and generate reports on system status, incidents, and resolutions.
• Continuous Improvement: Stay up-to-date with the latest advancements in AI/ML/GenAI technologies and contribute to the continuous improvement of support processes and tools.

Required skills and qualifications

• Experience: Proven experience in technical support or engineering, preferably in AI/ML/GenAI environments.
• Technical Proficiency: Expertise in GenAI models (e.g., GPT, Claude, PaLM2, Llama2) and frameworks (e.g., RAG, Agents, COT).
• Cloud Platform and DevOps: Hands-on experience with cloud platforms (Azure, AWS, GCP) and DevOps tools.
• Scripting and Automation: Strong proficiency in Python, Shell scripting, and other relevant programming languages for automation and diagnostics.
• Kubernetes and Containerization: Familiarity with containerization technologies like Docker and orchestration tools like Kubernetes (preferably EKS or OpenShift).
• Problem-solving and Analytical Skills: Excellent problem-solving, analytical, and troubleshooting skills with strong attention to detail.
• Communication and Collaboration: Strong communication and interpersonal skills to collaborate effectively with diverse teams and stakeholders.
• Educational Background: Bachelor's degree in Computer Science, Engineering, or a related field.

Preferred qualifications

• Experience with natural language processing (NLP) and machine learning (ML) models.
• Familiarity with large language models (LLMs) such as GPT-3.5 Turbo, GPT-4.0, and GPT-4-O.
• Experience with OpenAI technologies and managing GenAI services in cloud environments.
• Understanding of MLOps practices and model lifecycle management.
• Familiarity with application monitoring solutions like Dynatrace and Splunk.

About Iris Software Inc.

With 4,000+ associates and offices in India, U.S.A. and Canada, Iris Software delivers technology services and solutions that help clients complete fast, far-reaching digital transformations and achieve their business goals. A strategic partner to Fortune 500 and other top companies in financial services and many other industries, Iris provides a value-driven approach - a unique blend of highly-skilled specialists, software engineering expertise, cutting-edge technology, and flexible engagement models. High customer satisfaction has translated into long-standing relationships and preferred-partner status with many of our clients, who rely on our 30+ years of technical and domain expertise to future-proof their enterprises. Associates of Iris work on mission-critical applications supported by a workplace culture that has won numerous awards in the last few years, including Certified Great Place to Work in India; Top 25 GPW in IT & IT-BPM; Ambition Box Best Place to Work, #3 in IT/ITES; and Top Workplace NJ-USA.