Innodata Inc.

Provide production support, incident response, troubleshooting, and feature enhancements for enterprise applications on Google App Engine. | 3-7 years experience with Google Cloud Platform, microservices, programming in Python or Java, and CI/CD pipelines. | Innodata (Nasdaq: INOD) is a global data engineering company. We believe that data and Artificial Intelligence (AI) are inextricably linked. Our mission is to enable the responsible advancement of artificial intelligence by providing the data, evaluation frameworks, and human expertise required to build AI systems that can be trusted at scale. We provide a range of transferable solutions, platforms, and services for Generative AI / AI builders and adopters. In every relationship, we honor our 36+ year legacy delivering the highest quality data and outstanding outcomes for our customers. Scope of the Role: We are looking for a hands-on Application Support Engineer to support, maintain, and enhance business-critical enterprise applications built and running on Google App Engine (GAE) and microservices. The role is focused on application availability, production support, incident response, troubleshooting, and continuous feature enhancement rather than building a new application from the ground up. The ideal candidate can quickly understand an existing microservices-based application landscape, restore service when users are impacted, and deliver incremental enhancements safely across test, pre-production, and production environments. Experience supporting large-scale, business-critical applications in complex enterprise technology environments is preferred. What You’ll Own: Provide production support and maintenance for enterprise applications hosted on Google App Engine, including standard and flexible environments. Act as a first point of contact for user-impacting incidents: triage, diagnose, restore service, and drive issues to closure within agreed SLAs/SLOs. Troubleshoot application errors, failed requests, latency and performance degradation, service-to-service failures, configuration issues, quota/scaling limits, and dependency or integration failures. Design, develop, and deliver feature enhancements and functional improvements to existing applications based on user and business needs. Support applications built on microservices architecture, including service boundaries, APIs/contracts, inter-service communication, authentication, and failure/retry behavior. Own build, release, and deployment activities across development, test, pre-production, and production environments with appropriate validation, approvals, and rollback plans. Manage App Engine deployments including versions, traffic splitting/migration, canary and staged rollouts, rollbacks, service configuration, and scaling settings. Perform root-cause analysis for recurring production issues and implement sustainable fixes. Build and maintain monitoring, alerting, logging, dashboards, and error reporting using Cloud Monitoring, Cloud Logging, Error Reporting, and Cloud Trace. Support platform, framework, library, dependency, and runtime upgrades while maintaining stability, supportability, and compliance. Support IAM, service accounts, access controls, secrets management, and operational governance. Participate in change management, release-readiness reviews, and on-call/rotational support as required. Collaborate with client and cross-functional Application Engineering, Product, QA, Data Engineering, Infrastructure, and Platform teams. Adapt to established client-specific engineering, security, review, change-management, and operational processes. Create and maintain technical documentation, operational runbooks, troubleshooting guides, deployment procedures, and support playbooks. Microservices Expectations: Service decomposition and ownership: understand service boundaries, upstream/downstream dependencies, and ownership of behavior or data. APIs and contracts: REST and gRPC/protobuf interfaces, versioning, backward compatibility, and contract-change impacts. Inter-service communication: synchronous calls, asynchronous/event-driven messaging (Pub/Sub, Cloud Tasks), idempotency, retries, timeouts, backoff, and circuit breaking. Service-to-service authentication and authorization using service accounts, identity/tokens, and least-privilege access. Distributed troubleshooting using logs, distributed tracing, and correlation IDs to isolate failures across services. Failure modes at scale, including cascading failures, partial outages, hot spots, quota exhaustion, and graceful degradation. Independent deployability and coordination of multi-service releases when required. Service-level observability, including dashboards, SLIs/SLOs, alerting, and error budgets. You’ll Thrive in This Role If You Have: 3-7 years of experience in Application Support, Application Engineering, Software Engineering, Cloud Engineering, or a related role. Strong hands-on experience supporting, maintaining, and enhancing production applications on Google Cloud Platform (GCP). Hands-on experience with Google App Engine, including deployment, configuration, scaling, versioning, and troubleshooting. Solid understanding of microservices architecture, REST/gRPC APIs, service-to-service communication and authentication, distributed tracing, and cross-service debugging. Practical experience with deployments and promotions across multiple environments, including release validation, rollback, and change control. Strong programming skills in one or more of Python, Java, Node.js / JavaScript, or Go. Working knowledge of SQL and application data stores such as Cloud SQL, Firestore/Datastore, Cloud Spanner, or BigQuery. Good understanding of GCP IAM, service accounts, permissions, monitoring, logging, alerting, and production operations. Experience with CI/CD pipelines and automated build/deployment tooling such as Cloud Build, Jenkins, GitHub Actions, or GitLab CI. Experience troubleshooting complex production environments and performing root-cause analysis under time pressure. Ability to quickly understand existing systems, codebases, services, configurations, and client-specific tools and workflows. Strong communication and collaboration skills, including communication during user-impacting incidents. Preferred Qualifications: Experience supporting large-scale internal or enterprise applications with demanding availability, reliability, and performance requirements. Ability to quickly learn and operate within enterprise-specific application frameworks, deployment tooling, and support processes. Cloud Run, GKE, Cloud Functions, or other GCP application services. Apigee / API Gateway, load balancing, and API management. Pub/Sub, Cloud Tasks, Cloud Scheduler, and asynchronous/event-driven patterns. Infrastructure as Code, particularly Terraform. SRE practices including SLIs/SLOs, error budgets, incident management, and blameless postmortems. Containerization with Docker and Kubernetes fundamentals. Frontend or full-stack experience supporting user-facing web applications. Looker / Tableau / BI platforms or reporting integrations. Supporting AI/ML, GenAI, or LLM-based applications running on GCP, including Vertex AI. The expected salary range for this position is $60,000 - $110,000 USD per year, based on experience, skills, and qualifications. Please be aware of recruitment scams involving individuals or organizations falsely claiming to represent employers. Innodata will never ask for payment, banking details, or sensitive personal information during the application process. To learn more on how to recognize job scams, please visit the Federal Trade Commission’s guide at https://consumer.ftc.gov/articles/job-scams. If you believe you’ve been targeted by a recruitment scam, please report it to Innodata at verifyjoboffer@innodata.com and consider reporting it to the FTC at ReportFraud.ftc.gov.

Manage performance and operations of SOWs and SLAs for AI projects, lead global teams, and drive productivity improvements. | Bachelor's degree and 5+ years managing operations and people, strong analytical skills, with preferred project management certifications. | Innodata (Nasdaq: INOD) is a global data engineering company. We believe that data and Artificial Intelligence (AI) are inextricably linked. Our mission is to enable the responsible advancement of artificial intelligence by providing the data, evaluation frameworks, and human expertise required to build AI systems that can be trusted at scale. We provide a range of transferable solutions, platforms, and services for Generative AI / AI builders and adopters. In every relationship, we honor our 36+ year legacy delivering the highest quality data and outstanding outcomes for our customers. Scope of the Role: In this position, you’ll manage the overall performance and governance of the Statement of Work (SOW), manage the day-to-day operations in accordance with the requirements of the Service Level Agreements (SLAs) set out in the SOW, promptly identify and resolve Service delivery issues including implementation of preventive measures, handle transition management during set-up phase or expansion phase As a key player in the Operations teams, you’ll support the deployment of infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities, and communication resources. Install all Service delivery processes and Service level reporting mechanisms. As a key leader, you’re to provide exceptional people management, mentorship, and career development to members, including your managers and agents/raters, achieve low attrition levels and high employee engagement. Drive Operations teams to deliver continuous improvement and productivity gains. Flag and escalate business risks to both internal and external stake holders, keeping mind the internal strategies to support Innodata overall Project Delivery goals and objectives. What You’ll Own: As a Project Manager on our AI Large Language Models team, you will be joining a truly global team of subject matter experts and diverse leaders across a wide variety of disciplines and will be entrusted with a range of responsibilities. This will include: Leading end-to-end small to medium project deployment in collaboration with the Total Quality Management (TQM) teams and all stakeholders. Providing thought leadership in resolving language and dialect nuances to advance recruitment, evaluation of applicants and performance evaluation of personnel under specific languages of expertise. Supporting total customer satisfaction. Supporting all strategies, processes and initiatives of TQM teams and promote collaboration of all Operations leaders as needed and in improving Client’s community and support experience. Playing an active role in improving policies, products, process and support system processes by providing insights and offering suggestions including feedback from the teams. Identifying potential risks or issues with project implementations and proactively drive communications with internal and external stakeholders. Translating business requirements into operations plans. Crafting and implementing tracking, monitoring, and reporting methodologies of all SLAs required per SOW. Ensuring achievement of KPIs, directing Root Cause Analyses documentation among team members, and defining resolution and operations strategies to achieve all SLAs. Assessing and prioritizing the top-operations issues affecting the team. Collaborating with all support teams, implement project and process kick-offs, monitor and report project/process/initiative status, initiate resolution discussions for any challenges. Manage, monitor, and communicate change delivery items as needed. Overseeing new hire deployment status to client platforms and knowledge of SLAs. Coordinating mutual goals with TQM teams. Initiating productivity, process, security, and facilities improvement plans. Partnering with TQM teams to ensure alignment. Coaching and mentoring all leaders within your span including how they should drill down on the same people management strategies to agents. Bolstering the management of training programs including planning, design, development, implementation, delivery, process review and performance evaluation. Supporting management on business and expansion strategies, revenue and profitability goals, and overall financial improvement plans. You’ll Thrive in This Role If You Have: Experience and passion for managing large diverse teams of experts across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity. Strategic thinker with strong analytical and problem-solving skills. 5+ years of experience in operations and people management experience, including managing leaders, and a strong desire to develop team members. Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members. Proven ability to manage multiple projects concurrently through to successful implementation in an operational environment. Adaptable and energized by a fast-paced environment. Possesses creative energy, drive, initiative, commitment, and enthusiasm. Exceptional candidate with bachelor’s degree or equivalent required. Certification on Project Management or Six Sigma a plus. Excellent communication skills, written and oral. Please be aware of recruitment scams involving individuals or organizations falsely claiming to represent employers. Innodata will never ask for payment, banking details, or sensitive personal information during the application process. To learn more on how to recognize job scams, please visit the Federal Trade Commission’s guide at https://consumer.ftc.gov/articles/job-scams. If you believe you’ve been targeted by a recruitment scam, please report it to Innodata at verifyjoboffer@innodata.com and consider reporting it to the FTC at ReportFraud.ftc.gov.