Job Description
Full job description
Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Machine Learning (ML)
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
Designs and delivers production grade AI capabilities for Service Management, embedding Microsoft Copilot, Copilot Agents, and Power BI into core ITSM processes.
Focuses on reducing manual effort, improving decision quality, and enabling proactive, insight driven service operations across incidents, problems, changes, SLAs, KPIs, and knowledge management.
Acts as a hands on senior AI developer, translating real operational problems into scalable, governed AI solutions that augment service leadership.
Key Responsibilities
Resource needs to be AI Ready
AI Use Case Design & Delivery
Identify high impact AI use cases with Service Management and Analytics teams
Translate ITSM workflows (Incidents, Problems, Changes, SLAs, KPIs, RAGs) into AI and agent logic
Define where AI should assist, recommend, or act, with clear guardrails
Copilot & Agent Development
Build Copilot prompts, Copilot Agents, and AI workflows for Service Management
Develop agents for:
Incident triage and correlation
Root cause and trend analysis
SLA breach prediction and service risk insights
Knowledge article generation and enrichment
Executive service summaries and insights
Design and deliver concrete, production AI agents (e.g., incident triage, SLA breach prediction, change risk assessment, service insights, data quality monitoring) using existing ITSM and Power BI data.
Ensure outputs are explainable, auditable, and enterprise ready
Power BI, Data & Governance
Embed AI insights into Power BI dashboards and service cockpits
Develop semantic models and metrics aligned to official service KPIs
Integrate AI with ITSM tools and enterprise data platforms
Implement auditability, traceability, and Responsible AI controls
Adoption & Enablement
Embed AI solutions into daily service operations and leadership rhythms
Create playbooks and enablement material
Continuously refine solutions based on operational outcomes
Required Skills & Experience
Strong experience in Service Management / ITSM environments
Hands on development with Microsoft Copilot, Copilot Studio, or AI agents
Advanced Power BI skills (semantic models, enterprise dashboards)
Strong understanding of incidents, problems, changes, SLAs, KPIs, service risk
Prompt engineering and agent orchestration experience
Experience integrating AI with enterprise grade structured data
Strong Power BI engineering skills, including DAX, semantic modelling, and enterprise data modelling.
Career Level Expectations CL7
Operates independently as a senior AI engineering authority
Influences adoption of Copilot and AI agents across Service Management
Delivers scalable, governed AI solutions (not PoCs)
Balances innovation with trust, governance, and operational stability
Success Measures
AI and Copilot solutions embedded into Service Management operations
Reduced manual service reporting and analysis effort
Earlier detection of service risks and trends
Improved quality, consistency, and speed of service insights
Strong adoption and trust from service leadership
What this role is not:
Not a Service Manager or Operations Lead role
Not a data science or model training role
Not a proof of concept or innovation only role
15 years full time education
Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Machine Learning (ML)
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
Designs and delivers production grade AI capabilities for Service Management, embedding Microsoft Copilot, Copilot Agents, and Power BI into core ITSM processes.
Focuses on reducing manual effort, improving decision quality, and enabling proactive, insight driven service operations across incidents, problems, changes, SLAs, KPIs, and knowledge management.
Acts as a hands on senior AI developer, translating real operational problems into scalable, governed AI solutions that augment service leadership.
Key Responsibilities
Resource needs to be AI Ready
AI Use Case Design & Delivery
Identify high impact AI use cases with Service Management and Analytics teams
Translate ITSM workflows (Incidents, Problems, Changes, SLAs, KPIs, RAGs) into AI and agent logic
Define where AI should assist, recommend, or act, with clear guardrails
Copilot & Agent Development
Build Copilot prompts, Copilot Agents, and AI workflows for Service Management
Develop agents for:
Incident triage and correlation
Root cause and trend analysis
SLA breach prediction and service risk insights
Knowledge article generation and enrichment
Executive service summaries and insights
Design and deliver concrete, production AI agents (e.g., incident triage, SLA breach prediction, change risk assessment, service insights, data quality monitoring) using existing ITSM and Power BI data.
Ensure outputs are explainable, auditable, and enterprise ready
Power BI, Data & Governance
Embed AI insights into Power BI dashboards and service cockpits
Develop semantic models and metrics aligned to official service KPIs
Integrate AI with ITSM tools and enterprise data platforms
Implement auditability, traceability, and Responsible AI controls
Adoption & Enablement
Embed AI solutions into daily service operations and leadership rhythms
Create playbooks and enablement material
Continuously refine solutions based on operational outcomes
Required Skills & Experience
Strong experience in Service Management / ITSM environments
Hands on development with Microsoft Copilot, Copilot Studio, or AI agents
Advanced Power BI skills (semantic models, enterprise dashboards)
Strong understanding of incidents, problems, changes, SLAs, KPIs, service risk
Prompt engineering and agent orchestration experience
Experience integrating AI with enterprise grade structured data
Strong Power BI engineering skills, including DAX, semantic modelling, and enterprise data modelling.
Career Level Expectations CL7
Operates independently as a senior AI engineering authority
Influences adoption of Copilot and AI agents across Service Management
Delivers scalable, governed AI solutions (not PoCs)
Balances innovation with trust, governance, and operational stability
Success Measures
AI and Copilot solutions embedded into Service Management operations
Reduced manual service reporting and analysis effort
Earlier detection of service risks and trends
Improved quality, consistency, and speed of service insights
Strong adoption and trust from service leadership
What this role is not:
Not a Service Manager or Operations Lead role
Not a data science or model training role
Not a proof of concept or innovation only role
15 years full time education
💡 Quick Summary
Seeking a career-building opportunity? The Application Tech Support Practitioner position is now open for candidates interested in the Technician Jobs sector. This role in Bangalore offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Technician Jobs is a plus.