Managed Services AI Platform Architect (Agentic AI, RAG)

TL;DR

Managed Services AI Platform Architect (Agentic AI, RAG): Designing, building, and scaling AI-powered operational capabilities for Managed Services with an accent on agentic AI workflows and measurable service outcomes. Focus on production-grade platform delivery, ITSM/observability integrations, and safe automation guardrails that improve incident deflection, MTTR, and self-healing remediation at scale.

Company

Hands-on technical leadership for AI-powered managed services operations at hirify.global.

What you will do

• Design, build, and evolve a production-grade Managed Services AI platform integrated into service delivery workflows.
• Lead agentic AI solutions for incident triage/classification, automated remediation/resolution, knowledge retrieval and summarization, and workflow orchestration/escalation.
• Architect agent-based systems (triage, remediation, RAG knowledge agents, multi-step workflow agents) with prompt patterns, structured outputs, tool integration, and human-in-the-loop controls.
• Integrate AI capabilities across ITSM (ServiceNow), monitoring/observability, automation frameworks/runbooks, and knowledge management systems for multi-tenant scalability.
• Establish AI architecture standards, reusable patterns, and guardrails for safe automation (approvals/escalations, risk boundaries, observability and auditability).
• Drive operational metrics improvements (incident deflection, MTTR reduction, automation/self-healing coverage, ticket volume reduction, productivity, and client experience).

Requirements

• Hands-on experience designing and delivering AI/LLM-based systems, including agentic AI, RAG, and orchestration, plus cloud-native platforms and integrations.
• Strong background in IT operations, managed services, or service delivery environments, with automation and workflow optimization experience.
• Experience integrating with ITSM platforms (e.g., ServiceNow), observability/monitoring tools, and automation frameworks/scripting environments.
• Ability to translate operational challenges into AI-driven solutions with an execution mindset focused on measurable outcomes.

Culture & Benefits

• Remote workplace.
• USA employment benefits (including base salary plus target bonus as part of OTE).
• Execution-focused role with direct accountability for platform delivery, adoption, and operational impact.

Hiring process

• Application submission with role selection in Additional Information.
• Interview process with optional opt-out of recording/transcription.