About the role
- Improve the existing chatbot so it can answer user queries more accurately using the KM documents.
- Make the chatbot smarter by grounding responses in Gates-approved documents.
- Work with L3 Infrastructure and L3 Application teams to identify the top daily tasks that can be improved using AI.
- Identify and implement AI support for daily operations: ticket triage, routing suggestions, and resolution guidance.
- Build AI-ready inputs by ensuring SOPs/runbooks/knowledge articles are structured so they can be used by the chatbot.
- Enable NOC shift-left by converting repeatable L3 work into runbooks and automation steps.
- Improve alert and incident handling by reducing noise and correlating events.
- Ensure the chatbot and AI solutions follow security/governance controls (access, DLP, audit).
- Track and report outcomes (example: chatbot usage, deflection, reduced transfers, faster resolution).
Run a monthly improvement cycle to keep enhancing chatbot accuracy and expand AI/automation use cases across towers.
Disclaimer: This job posting has been aggregated from an external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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