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KPMG US · 1 day ago

AI Engineering Support Lead

Winston-Salem, NC

Full-time

Onsite

Senior Level

5+ years exp

KPMG is a leading provider of audit, tax, and advisory services, recognized for its commitment to individual development and an inclusive culture. The AI Engineering Support Lead will serve as a technical leader for complex customer issues, driving automation and continuous improvement in operational practices.

Financial Services

No H1B

Responsibilities

Serve as the hands-on technical leader for complex, high-impact customer, and production issues, performing deep root-cause analysis across distributed systems, cloud infrastructure, networks, APIs, and application layers. Debug issues using logs, metrics, traces, and live system inspection

Partner directly with highly technical customers, speaking their language and earning credibility through technical depth

Identify repetitive, manual, or error-prone support tasks and design automation to eliminate them. Build scripts, tools, and workflows (e.g., Python, PowerShell, Bash, APIs, CI/CD jobs) to streamline diagnostics, remediation, and reporting. Continuously improve operational practices by enhancing diagnostics, self-service capabilities, runbooks, and troubleshooting workflows based on real production learnings

Manage, coordinate, and communicate on incidents from inception to resolution including root cause analysis; drive continuous improvement to monitoring services and internal processes for resolution of support requests and production incidents

Apply tools and techniques to proactively search for and document potential issues in production environments and work with other team resources to ensure the highest possible quality of service

Manage and coordinate Major Incidents to resolution; deliver Root Cause Analysis reporting and trending; provide guidance to support staff; use standard runbooks to mitigate or resolve incoming incident and support requests, escalating to appropriate teams as necessary and ensure all support documentation and knowledge bases remain accurate and up to date

Qualification

Automation implementationMicrosoft AzureCritical infrastructure supportITIL Version 4Scripting PowerShellScripting PythonVerbal communicationWritten communicationTeam leadership

Required

Minimum five years of recent experience supporting critical infrastructure systems and/or managing a network

Bachelor's degree from an accredited college/university or equivalent work experience

Proven track record implementing automation and self-service (such as ServiceNow workflows, scripting such as PowerShell or Python, AIOps) to improve Mean Time To Resolution (MTTR) and First Contact Resolution (FCR)

Proven demonstrable experience working with Microsoft Azure (IaaS and PaaS) offerings and strong ability to diagnose issues across distributed systems, including cloud platforms, Linux/Windows OS, networking fundamentals (DNS, connectivity), identity and access management, APIs, integrations, and application services

Strong proficiency with ITIL Version 4 (ITIL v4) practices, (Incident, Request, Problem, Change, Knowledge); familiarity with the Configuration Management Database (CMDB), service catalog, and major incident workflows; and organizational skills and ability to work on multiple projects simultaneously

Excellent verbal/written communication, with ability to effectively interact with individuals at all levels of responsibility and authority; able to prioritize, delegate and foster the development of high-performance teams to lead/support an environment driven by customer service and teamwork

Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future