Job Summary
The Specialist, AI and Automation Operations develops, operates, and continuously improves automation tools and AI-driven solutions that enable the IT Helpdesk to provide faster and more accurate support for trouble tickets raised by the Customer Service front-end team.
The role combines service operations, automation development, AI enhancement, operational analytics, and controlled remediation to improve incident handling, knowledge management, service performance, and overall support efficiency.
The Day-to-Day Activities
Design, develop, test, deploy, and maintain automation tools, AI-assisted workflows, and internal support utilities to reduce manual effort and improve trouble-ticket handling.
Translate Customer Service and Helpdesk requirements into practical use cases, prototypes, production solutions, and documented operating procedures.
Integrate approved APIs, data sources, IT service-management platforms, knowledge repositories, and operational systems into controlled automation workflows.
Apply appropriate version control, testing, release, rollback, and change-management practices to automation and AI solutions.
Configure, maintain, monitor, and improve AI agents, prompts, tools, knowledge bases, and Model Context Protocol (MCP) integrations used by the Helpdesk.
Use operational feedback and ticket data to improve response accuracy, relevance, reliability, tool selection, and user experience.
Monitor solution health, errors, latency, usage, and operational outcomes, troubleshoot failures, and coordinate remediation with internal teams or vendors.
Implement human approval, access controls, logging, auditability, and safe fallback mechanisms for automated actions.
Support the Helpdesk in analysing, categorising, prioritising, enriching, and resolving trouble tickets raised by the Customer Service front-end team within agreed SLA requirements.
Develop AI-assisted capabilities for diagnostics, recommended actions, knowledge retrieval, smart routing, ticket summarisation, and response drafting.
Escalate urgent, recurring, or complex issues to second-level support, vendors, or management with complete diagnostic evidence and operational context.
Follow up closely with vendors and internal support teams to ensure escalated issues progress towards resolution within SLA.
Analyse ticket volumes, ageing, recurring issues, escalation patterns, SLA performance, and support outcomes to identify automation and service-improvement opportunities.
Develop and maintain operational dashboards, reports, alerts, and measurable benefit tracking for AI and automation initiatives.
Perform root-cause analysis and recommend preventive, corrective, or automated remediation for recurring operational problems.
Maintain an AI and automation use-case backlog covering business value, risk, priority, progress, adoption, and realised benefits.
Create and maintain technical documentation, runbooks, support guides, knowledge articles, test evidence, and solution records.
Comply with IT service-management, cybersecurity, data privacy, architecture, change, release, and operational governance requirements.
Collaborate with Customer Service, application support, infrastructure, security, data, vendors, and other stakeholders to deliver end-to-end solutions.
Provide knowledge sharing and user guidance, and continuously learn about new services, products, operational procedures, automation tools, and emerging AI capabilities.