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Basic Information

Job Name
Lead Technical Support Analyst - Romania
Country
Romania
State
NA
City
Bucharest
Date Published
01-Jul-2026
Job ID
63093
Travel
You may occasionally be required to travel for business
Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

CareerArc Code
CA-MS
#LI-MS2
Remote: #LI-Remote
This Is Helix. Powered by You.

At BMC Helix, we don’t do ordinary. We’re the AI-native engine behind the world’s most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.

We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.

We are the change makers. With decades of leadership and established trust in IT service and operations management, we’re scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.

We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.


Role Overview


BMC Helix is seeking an AI Specialist who brings both hands-on technical depth and the strategic discipline to deploy, govern, and continuously measure AI systems in live production environments. This is not a build-only role. The successful candidate will be the prime Customer Success organisation’s authority on responsible AI deployment—designing governance frameworks, defining performance baselines before go-live, monitoring model behaviour at scale, and embedding best practice across every team that touches AI.



Key Responsibilities

AI Governance & Risk Management

  • Design and own the AI governance framework covering model risk, bias detection, fairness criteria, and explainability requirements aligned to applicable regulations (EU AI Act, ISO/IEC 42001, SOC 2 AI controls).
  • Establish and maintain an AI model registry tracking all models in production—lineage, version, training data provenance, risk classification, and owner accountability.
  • Define acceptable use policies and escalation paths for high-risk AI decisions, in partnership with Legal, Compliance, and Security.
  • Lead AI ethics reviews for new model deployments; document decisions and maintain an audit trail sufficient for regulatory inspection.
  • Conduct periodic governance health checks and produce a governance scorecard for senior leadership on a quarterly cadence.

Production Deployment & Operations

  • Architect and implement production-grade AI deployment pipelines in alignment with IT and Operations — CI/CD for models, canary releases, shadow mode testing, and staged rollouts with defined success gates.
  • Define pre-production readiness criteria: latency SLAs, throughput requirements, fallback behaviour, and failure mode documentation for every model before it enters production.
  • Own the model versioning and rollback strategy; ensure any model can be reverted to a known-good state within a defined RTO window.
  • Partner with IT, Platform, DevOps, and Security teams to harden AI workloads—container security, secrets management, data-in-transit encryption, and adversarial input handling.
  • Manage inference infrastructure optimisation: batch vs. real-time trade-offs, cost-per-inference tracking, and resource right-sizing.

Performance Measurement & Monitoring

  • Build and maintain a production AI observability stack: model drift detection, data quality monitoring, prediction confidence tracking, and business-outcome correlation.
  • Define the metrics hierarchy for each deployed model—distinguishing technical metrics (accuracy, F1, latency, p99) from business outcome metrics (deflection rate, resolution time, cost per ticket) and lagging indicators in alignment with the team.
  • Set performance baselines at deployment and alert thresholds for degradation; own the on-call escalation path when models breach SLAs.
  • Produce a monthly AI Performance Report covering all production models: drift signals, retraining triggers, cost trend, and business impact vs. baseline.
  • Drive model retraining and fine-tuning cycles informed by production data; define the feedback loop from human-in-the-loop review back into training pipelines.

Best Practice & Centre of Excellence

  • Author and maintain the organisation’s AI Engineering Standards—the canonical reference for how AI is built, tested, deployed, governed, and retired at BMC Helix.
  • Run a regular AI Practice community of practice (bi-weekly); present case studies, post-mortems, and emerging patterns.
  • Evaluate and recommend tooling across the MLOps lifecycle: experiment tracking, feature stores, model serving, monitoring platforms, and vector databases.
  • Mentor engineers across teams on production AI patterns, responsible AI principles, and governance obligations.
  • Represent BMC Helix externally in AI governance forums, standards bodies, or industry working groups as appropriate.

Requirements


Essential

  • 5+ years in AI/ML engineering with at least 3 years focused on production systems (not research or prototyping)
  • Demonstrable experience designing and implementing an AI governance or model risk framework in a regulated or enterprise environment
  • Hands-on proficiency with MLOps tooling: MLflow, Kubeflow, Seldon, BentoML, or equivalent
  • Production monitoring experience: model drift detection, data quality pipelines, alerting (Prometheus/Grafana or equivalent)
  • Strong command of Python and familiarity with LLMOps patterns (prompt versioning, retrieval-augmented generation, evaluation harnesses)
  • Track record of defining and measuring AI business impact metrics—not just technical accuracy scores
  • Experience with cloud-native deployment on AWS, Azure, or GCP including containerised model serving

Highly Desirable

  • Familiarity with EU AI Act risk tiers, ISO/IEC 42001, or NIST AI RMF
  • Experience with agentic AI systems, multi-model orchestration, or AI safety evaluation
  • Background in ITSM, ServiceOps, or enterprise IT operations domains
  • Contributions to open-source AI tooling or published writing on AI governance / production ML
  • Experience in a scale-up or product company where AI is a core revenue driver, not a side initiative
  • Relevant certifications: AWS ML Specialty, Google Professional ML Engineer, or equivalent


Why Work Here? Because You’ll Matter.​

We’re not hiring for roles—we’re hiring for impact. At Helix, you’ll solve hard problems, build smart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference.​

We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same.  Whether you’re remote or in-office, you’ll find space to show up fully and contribute meaningfully. You won’t be boxed in—you’ll be backed up.​

Make Your Mark At Helix​

If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.​

EEOC Statement

Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender,  gender expression,  gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status asa protected veteran.  If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Helix maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

Why Work Here? Because You’ll Matter.​

We’re not hiring for roles—we’re hiring for impact. At Helix, you’ll solve hard problems, build smart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference.​

We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same.  Whether you’re remote or in-office, you’ll find space to show up fully and contribute meaningfully. You won’t be boxed in—you’ll be backed up.​

Make Your Mark At Helix​

If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.​

EEOC Statement

Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender,  gender expression,  gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status asa protected veteran.  If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.