Watts Application Support Engineer – Consultant – MFT – KGS CH

About the role

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.

What you'll do

• Provide advanced Level 2 (L2) support for AI-based applications by performing deep triage, troubleshooting
• Perform structured triage to classify issues as: Functional queries (usage/how-to, expected behaviour, configuration guidance), or
• Create and maintain Support Manuals , Runbooks , SOPs , and Troubleshooting Guides for each supported AI application
• Write and curate Knowledge Articles in ServiceNow to enable L1 deflection and consistent resolution
• Maintain “Known Errors / Known Issues” records and update them based on recurring patterns and fixes

What you need

• 4–7 yrs of experience
• ServiceNow
• Troubleshooting
• Networking
• ITIL
• Azure
• AWS
• Any graduate

Good to have

• IAM
• Machine learning
• GCP
• SOP writing
• PowerShell
• Python