Automation and Media AI Engineer

Role: Automation & Media AI Engineer

Level: Senior Associate

Tower: AI Operations & Platform Support (AI Managed Services)

Experience: 5--10 Years

Key Skills: Workflow Monitoring; Bot/Process Troubleshooting; Ticket-Based Support; Minor Enhancements Execution; Documentation/Runbooks

Educational Qualification: Bachelors degree in Computer Science/IT or relevant field (Masters or relevant certifications preferred)

Work Location: Bangalore / Hyderabad

Job Description

As an AC - Staff - Experienced Automation & Media AI Engineer, you will provide hands-on run-state support for in-scope automation and media AI solutions. You will monitor workflows, troubleshoot failures, execute break-fix actions, implement approved minor enhancements, and maintain knowledge assets to improve service stability and support efficiency.

Key Responsibilities:

1.Workflow Monitoring & Operational Support:

• Monitor automation and media AI workflows for failures, degraded performance, and user-impacting issues; initiate triage and restoration steps.
• Validate end-to-end completion following remediation and ensure workflows operate as expected after changes or interventions.

2.Ticket Resolution & Customer Support:

• Resolve incidents and service requests in a ticket-based support model, following defined processes and SLAs/priority handling.
• Provide clear updates and communications through the agreed ITSM channels; escalate effectively when deeper engineering support is required.
• Maintain strong ticket hygiene, including accurate categorization, documentation of findings, and complete resolution notes.

3.Break-Fix Troubleshooting & Restoration:

• Troubleshoot common failures using runbooks, logs, and diagnostics; identify likely causes and apply appropriate fixes or mitigations.
• Capture evidence, reproduce issues where possible, and coordinate with vendors or platform teams to resolve complex defects.
• Support live incident response for automation/media AI workflows by providing timely technical inputs and executing restoration steps.

4.Minor Enhancements Execution:

• Implement small, approved minor enhancements within defined scope (configuration changes, workflow refinements, operational improvements).
• Follow change governance for enhancements, including readiness validation, backout planning, and post-change verification.

5.Integration Troubleshooting & Surrounding Systems:

• Assist with troubleshooting upstream/downstream system issues that affect automation and media AI workflows and integrations.
• Recommend operational checks and guardrails (health checks, validation steps) that reduce failure rates and improve resiliency.

6.Documentation & Knowledge Management:

• Create and update knowledge articles, troubleshooting guides, and runbooks for frequent issues and standard operating procedures.
• Document recurring failure patterns and standard resolutions to improve first-time fix rate and reduce time to restore.

7.Change Readiness & Post-Change Validation:

• Support operational readiness by ensuring monitoring, runbooks, and support procedures are updated ahead of changes.
• Validate workflows post-change and report any unexpected behavior or regressions for rapid remediation.

8.Continuous Improvement:

• Identify recurring operational pain points and propose improvements to workflows, monitoring, and support processes.
• Contribute inputs to service reporting on incident trends, common issues, and improvement opportunities.

9.Quality, Controls & Operational Discipline:

• Follow defined operational processes (incident, request, change) and comply with security and access controls for supported tools and environments.
• Proactively raise operational risks, control gaps, or user-impacting issues for timely action and mitigation.

10.Collaboration & Team Support:

• Collaborate with peers and leads to coordinate workload, share knowledge, and support consistent execution standards.
• Support onboarding and knowledge transfer by maintaining clear documentation and participating in team enablement activities.

Required Skills:

• Experience providing production support for automation/workflow solutions, including monitoring, troubleshooting, and ticket-based operations.
• Strong analytical problem-solving skills and ability to execute break-fix actions safely, including validation of end-to-end workflow outcomes.
• Experience working within ITIL-aligned processes (incident, request, change) and maintaining runbooks/knowledge articles.
• Strong communication skills and comfort coordinating with stakeholders for updates, escalations, and resolution handoffs.
• Preferred: exposure to automation and media AI tools (e.g., Roots Automation, HeyGen or similar), ITSM tools (ServiceNow), and basic observability concepts. Familiarity with cloud services (AWS) is desirable. AWS certifications are highly preferred.

Managed Services- AI Services

At PwC, we relentlessly focus on working with our clients to bring the power of technology and humans together and create simple yet powerful solutions. We imagine a day when our clients can simply focus on their business, knowing that they have a trusted partner for their IT needs. Every day, we are motivated and passionate about making our clients better.

Within our Managed Services platform, PwC delivers integrated services and solutions that are grounded in deep industry experience and powered by the talent that you would expect from the PwC brand. The PwC Managed Services platform delivers scalable solutions that add more excellent value to our clients enterprise through technology and human-enabled experiences. Our team of highly skilled and trained global professionals, combined with the latest advancements in technology and process, allows us to provide effective and efficient outcomes. With PwCs Managed Services, our clients can focus on accelerating their priorities, including optimizing operations and accelerating outcomes. PwC brings a consultative first approach to operations, leveraging our deep industry insights, world-class talent, and assets to enable transformational journeys that drive sustained client outcomes. Our clients need flexible access to world-class business and technology capabilities that keep pace with todays dynamic business environment.

Within our global Managed Services platform, we provide AI Managed Services where we focus more so on the evolution of our clients AI portfolio. Our focus is to empower our clients to navigate and capture the value of their application portfolio while cost-effectively operating and protecting their solutions. We do this so that our clients can focus on what matters most to your business: accelerating dynamic, efficient and cost-effective growth.

As a member of our AI Managed Service team, we are looking for candidates who thrive working in a high-paced work environment capable of working on a mix of critical Application Evolution Service offerings and engagement, including help desk support, enhancement and optimization work, as well as strategic roadmap and advisory level work. It will also be critical to lend experience and effort in helping win and support customer engagements from not only a technical perspective, but also a relationship perspective.