Role Overview

We are seeking a professional who can help drive data-driven transformation across IT operations by leveraging advanced analytics, machine learning, and Generative AI to optimize service performance and user experience.

This role will focus on using operational data to generate insights, improve Digital Employee Experience (DEX), and develop AI-driven solutions that enhance IT service management and reduce manual intervention.

Key Responsibilities

• Support continuous improvement through data analytics, predictive modeling, and observability
• Transform operational data into actionable insights and recommendations to support intelligent decision-making
• Enhance Digital Employee Experience (DEX) by applying AI-driven insights to proactively identify issues and improve service quality
• Develop and apply Generative AI solutions, including conversational AI and knowledge automation, to improve user journeys and reduce dependency on human intervention
• Design, build, and maintain predictive models and machine learning algorithms to identify patterns, trends, and root causes in IT operations data
• Build data pipelines and data models to support analytics, reporting, and AI initiatives

Key Skills & Competencies

• Strong written and verbal communication skills
• Proficiency in Python and experience with data science and AI frameworks
• Knowledge of data engineering and analytics, including data pipelines, ETL, data lakes, and AWS/Azure ecosystems
• Experience with observability and analytics tools for monitoring and optimization
• Ability to translate business challenges into analytical models and AI-driven solutions
• Strong problem-solving skills with the ability to apply advanced technical concepts, principles, and related technologies to deliver effective solutions

Qualifications & Experience

Required Experience

• Proven experience in Data Science, Machine Learning, or AI Engineering roles
• Experience implementing AI/ML models in production environments, preferably in IT operations or service management settings
• Hands-on experience with Generative AI solutions and conversational platforms

Education

• Bachelor’s or Master’s degree in Computer Science, Data Science, Engineering, or a related field

Preferred Qualifications

• Certifications in AI/ML, Data Science, or Cloud platforms
• Strong foundation in statistics, data modeling, and AI concepts
• Continuous learning mindset, especially in emerging areas such as Generative AI and advanced analytics