AI Platform Lead
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Key skills for this role
About the Role
TCS seeks an AI Platform Lead to operate and support the AI platform, including incident management, AI agent and workflow support, LLM and model service support, API and MCP gateway support, observability, and voice AI.
Key Skills for This Role
Responsibilities
- Operate and troubleshoot the Azure API Management layer serving as enterprise API gateway and MCP Gateway, diagnosing issues with API policies, authentication, authorisation, routing, rate limiting, quotas, caching, and backend connectivity
- Use Comet Opik as primary observability surface for agent and LLM execution, working with traces, prompts, agent execution paths, latency breakdowns, token usage, errors, and model quality indicators
- Support production operation of ElevenLabs based voice AI capabilities including speech generation, voice agent connectivity, real time audio session handling, and API consumption patterns
- Validate releases prior to and immediately following deployment, exercising production verification scripts, smoke tests, and rollback procedures
- Uphold security and compliance posture of the AI platform, manage identity and access controls, secrets, certificates, and managed identities, coordinate vulnerability remediation and patching cycles
- Drive continuous reduction of manual support effort through automation of routine operational tasks, self healing patterns, monitoring enhancements, and proactive remediation
- Operate as credible technical counterpart to business units, engineering teams, Cloud Platform team, Cybersecurity, Architecture, AI Governance, and Service Management
- Participate in 24×7 support model including structured on call rotation, major incident leadership, disaster recovery exercises, business continuity testing, and production readiness assessments
Requirements
- Bachelor's degree in Computer Science, Artificial Intelligence, Information Technology, Engineering, or a closely related discipline
- Approximately 8–10 years of overall IT experience, with significant time spent in cloud application support, platform engineering, DevOps, Site Reliability Engineering, production operations, or senior technical support roles
- Minimum of 3–5 years of relevant experience supporting AI, machine learning, Generative AI, conversational AI, cloud native platforms, or other data intensive enterprise systems
- Experience operating within banking, financial services, government, telecommunications, or another highly regulated enterprise environment is strongly preferred
- Strong analytical and diagnostic skills with demonstrated ability to troubleshoot complex distributed systems across applications, APIs, AI models, agents, cloud services, Kubernetes workloads, networking, identity, and third party integrations
- Proven track record of producing high quality runbooks, support procedures, monitoring standards, operational dashboards, knowledge articles, root cause analysis reports, and service improvement plans
- Strong written and verbal communication skills with ability to lead incidents under pressure, coordinate vendors and cross functional stakeholders, mentor junior engineers, and translate complex technical issues into clear narratives
Full Job Posting
Job Title and Company
- AI Platform Lead at TCS (MEA) in Dubai, Full time.
About Us
- Tata Consultancy Services (TCS) is an IT services, consulting and business solutions organization partnering with many of the world’s largest businesses in their transformation journeys for over 50 years.
- TCS offers a consulting led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions.
Key Accountabilities
- AI Platform Operations
- Incident and Problem Management
- AI Agent and Workflow Support
- LLM and Model Service Support
API, AI Gateway and MCP Support
- Operate and troubleshoot the Azure API Management layer that serves as both the enterprise API gateway and the MCP Gateway for Gernas.
- Diagnose issues with API policies, authentication, authorisation, routing, rate limiting, quotas, caching, and backend connectivity.
- Provide deep support for MCP servers, MCP tools, and the MCP Gateway pattern — including tool discovery, schema validation, protocol level failures, and coordination between MCP clients hosted in agents and underlying tool endpoints.
- Ensure that the gateway remains a secure, observable, and policy compliant control plane for all AI traffic.
Observability and Performance Management
- Use Comet Opik as the primary observability surface for agent and LLM execution, working with traces, prompts, agent execution paths, latency breakdowns, token usage, errors, and model quality indicators.
- Build and maintain operational dashboards, alert rules, and correlation views that combine Opik telemetry with Azure Monitor, Application Insights, Log Analytics, and CloudWatch data.
- Lead performance optimisation initiatives where trace evidence shows hotspots in prompts, tools, retrieval steps, or model selection.
- Ensure that observability coverage keeps pace with platform evolution.
Voice AI Support
- Support the production operation of ElevenLabs based voice AI capabilities, including speech generation, voice agent connectivity, real time audio session handling, and API consumption patterns.
- Investigate latency, audio quality, dropped sessions, and integration failures across the voice channel and its dependent platforms.
- Coordinate with ElevenLabs and integration partners on upstream issues.
Release and Change Management
- Validate releases prior to and immediately following deployment, exercising production verification scripts, smoke tests, and rollback procedures.
- Maintain release readiness through clear configuration management, environment parity checks, and pre deployment risk reviews.
- Operate within FAB's change management framework, ensuring that all production changes pass through appropriate change controls and post implementation review.
Security, Risk and Compliance
- Uphold the security and compliance posture of Gernas and dependent AI products.
- Manage identity and access controls, secrets, certificates, and managed identities across the platform.
- Coordinate vulnerability remediation and patching cycles, and maintain audit evidence for internal audit, supervisory reviews, and external assurance.
- Operate responsible AI controls including content filtering, PII and PCI detection, data egress controls, and model access governance.
Service Improvement and Automation
- Drive continuous reduction of manual support effort through automation of routine operational tasks, self healing patterns, monitoring enhancements, and proactive remediation.
- Maintain a current and high quality library of support playbooks, runbooks, knowledge articles, and standard operating procedures.
- Identify and lead service improvement initiatives that lift platform reliability metrics, reduce incident volume, and shorten mean time to resolution.
Stakeholder and Vendor Coordination
- Operate as a credible technical counterpart to business units, engineering teams, the Cloud Platform team, Cybersecurity, Architecture, AI Governance, and Service Management.
- Lead vendor engagement with Microsoft, AWS, Core42, ElevenLabs, and other technology partners on incidents, capacity reviews, roadmap items, and product issues.
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