Watts Application Support Engineer Assistant Manager MFT KGS CH

Description Role title Assistant Manager AI Application Support (Level 2) Role purpose (why the job exists) Provide advanced Level 2 (L2) support for AI-based applications by performing deep triage, troubleshooting, and resolution of incidents and service requests escalated from L1 Service Desk. Distinguish functional queries from technical incidents, restore service quickly, and escalate to L3 Product Support (Advisory UK service lines) with complete diagnostic context. Strengthen operational readiness for rapid scale (20 apps 100+ apps) through knowledge management, documentation, and observability/reliability improvements. SFIA 8 accountability level SFIA Level 4 Enable - Works under general direction within transparent frameworks and processes - Resolves complex issues and delivers outcomes independently for assigned services/applications - Contributes to continuous improvement, operational readiness, and knowledge maturity - Influences L1 effectiveness through guidance, documentation, and deflection content Responsibilities Key responsibilities (what you will do) 1) L2 Ticket Handling, Triage & Ownership (ServiceNow) - Pick up escalations from L1 Service Desk and take ownership through resolution or appropriate escalation. - Validate and confirm impact, urgency, and priority, ensuring correct categorization and assignment. - Perform structured triage to classify issues as: - Functional queries (usage/how-to, expected behaviour, configuration guidance), or - Technical incidents (errors, outages, latency, integration failures, platform degradation). - Apply runbooks/diagnostic playbooks to resolve issues within L2 scope and document all actions in ServiceNow. 2) Technical Troubleshooting Across AI + Cloud Stack Troubleshoot failures spanning: - AI platforms: OpenAI / Azure AI patterns such as authentication errors, throttling (rate limits), token/context issues, deployment/model availability, safety/content filtering impacts, latency/timeouts. - Cloud services .