Job Title

Why Mizuho At Mizuho, we provide the stability of an international industry leader with the career trajectory of a growing business. Our steady, strategic growth gives our people at all levels rewarding degrees of responsibility and richer work experience than a boutique firm or an established giant could offer alone.It’s the local expertise of our employees that makes our global network so powerful. By collaborating with colleagues and clients who have the same ambition and drive, you can amplify your sphere of influence and base of knowledge as part of one of the largest—and growing—banks in the world.Role Summary:This role requires working in the India night shift to cover the US time zone.The AI & Analytics Support L1 / L2 role is responsible for day-to-day production support of AI applications and analytics platforms, including incident intake, triage, investigation and resolution within defined SLAs. This role serves as the first and second line of support for business users and ensures issues are handled with urgency, clarity and accountability. This role requires prior hands-on production support experience. Candidates whose background is limited to development without real production support ownership are not suitable for this role.Key Responsibilities:Production Support & Incident ManagementProvide L1 and L2 support for production AI applications and analytics platforms across Production, UAT and Development. Monitor application health, job execution and data pipelines to detect and address issues proactively. Receive, triage and investigate incidents based on business impact and severity. Resolve issues within defined SLAs or escalate to L3 with clear context, analysis and recommended next steps. Maintain ownership of incidents through resolution, even when escalated.Business Communication & CoordinationAct as the primary point of contact for business users during incidents and support requests. Provide timely, accurate and consistent status updates throughout the incident lifecycle. Prevent silent failures and status gaps during active issues through disciplined communication. Coordinate closely with the AI and Analytics Support Leads and L3 resources during high impact incidents.Operational Execution & DisciplineFollow established support operating procedures including intake, triage, escalation paths and ownership boundaries. Ensure clean and complete shift handoffs to maintain continuity of support.Document incidents, investigations and resolutions in the incident management system. Contribute to runbooks, knowledge base articles and support documentation.Platform & Application SupportSupport AI and Analytic applications, workflows and data pipelines, including monitoring jobs, validating outputs and rerunning failed processes where appropriate. Perform initial analysis of application logs, metrics and alerts to identify potential root causes. Validate fixes and remediations before and after deployment. Identify recurring issues and escalate patterns to the AI and Analytics Support Leads for corrective action.Continuous ImprovementParticipate in post incident reviews and root cause discussions. Identify opportunities to improve monitoring, alerting and operational readiness. Develop deeper platform knowledge over time to improve support effectiveness and reduce unnecessary escalations.Required Experience:MandatoryPrior hands-on production support experience (3+ years) for enterprise applications or analytics platforms. Experience handling incidents, triage and escalation in SLA driven environments. Comfort operating in live production environments with business facing responsibility. Strong written and verbal communication skills for stakeholder interaction. Strongly PreferredExperience supporting AI, Analytics, Dataiku or data driven platforms in production. Familiarity with ServiceNow or equivalent incident management tools. Experience working across distributed or follow the sun support models.Technical Requirements:Working experience supporting production systems written in Python including job execution, error handling and basic debugging.Working knowledge of SQL including the ability to validate data, investigate data issues and confirm remediation outcomes.Familiarity with analytics workflows and data pipelines including scheduled jobs, dependencies and data freshness checks.Familiarity with Dataiku as a production analytics platform, including monitoring job execution, identifying common failure patterns and supporting initial triage and escalation.Experience monitoring application health, job execution and alerts in production environments.Ability to review logs, dashboards and alerts to perform first and second line triage.Familiarity with incident management tools such as ServiceNow or equivalent.Comfort operating in controlled production environments following defined runbooks and escalation procedures.Organization Overview:Mizuho Global Services (MGS), Pune is an integral part of Mizuho Financial Group, one of the world’s leading financial institutions with a strong global presence across the Americas, EMEA, and Asia. Based in India, MGS Pune supports Mizuho’s international businesses by delivering high-quality, scalable, and resilient services across multiple functions.MGS Pune plays a critical role in driving operational excellence, standardization, and innovation for Mizuho Americas. By combining deep domain expertise with strong process, technology, and analytical capabilities, it partners closely with regional and global teams to support corporate and investment banking, capital markets, and corporate services functions, while adhering to the highest standards of risk management, regulatory compliance, and control.MGS Pune offers competitive compensation and benefits package aligned with industry standards and local market practices.MGS Pune is an equal opportunity employer and is committed to fostering an inclusive and diverse workplace.Employment is subject to applicable background verification checks in accordance with Indian laws and company policies.