Assistant Manager - Customer Service Operations (Cloud & Security Customer Service Operations)

About the Function

Service Assurance Automation Team is continuously prototyping automation use cases by finding the best solution for various business opportunities of process automation. The team is responsible for improvement of process efficiency and customer experience. The team is also responsive for maintaining the various monitoring systems.

Purpose - Broad objective of the role

You will be doing data munching and writing different AI/ML models to be able to automate various scenarios. The goal will be devising best possible AI/ML/DL solutions to various business scenarios using the available data, analysing the same and trying various possible solutions. You will code and test the solution prototyping various approach to arrive at the best solution.

You will be accountable for (Key Responsibilities)

• Understanding business objectives and developing models that help to achieve them, along with metrics to track their progress. 

• Analysing the ML algorithms that could be used to solve a given problem and ranking them by their success probability.
• Verifying data quality, and/or ensuring it via data cleaning. 
• Supervising the data acquisition process if more data is needed. 
• Defining the pre-processing or feature engineering to be done on a given dataset.
• Training models and tuning their hyperparameters. 

• Analysing the errors of the model and designing strategies to overcome them.

You Are (Behaviours to display aligned to DRIVE)

• Expertise in advanced Python & libraries – Functions, NumPy, Pandas, Matplotlib, Seaborn, scikit-learn 
• Expertise in ML algorithms - Supervised, Unsupervised, Neural Networks, CNN, RNN, Transformers and LLM
• Expertise is Generative AI applications.
• Proficiency with a deep learning framework such as TensorFlow or Keras, Pytorch, Huggingface, etc.
• Familiarity with front-end technologies (HTML, JavaScript, CSS).

Other knowledge/skills

• Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
• Experience in troubleshooting platform related issues, data backup, restoration, retention
• Maintains awareness of latest technologies in the domain

Technical Competencies

Knowledge / Skills