Job Title 

Officer – AI Support Operations Lead  

Location 

India 

Role Summary 

Provide operational leadership for Claude rollout, hypercare, and steady-state support operations. Own service management processes, stakeholder communication, operational governance, support readiness, workforce planning, and continuous improvement initiatives across the AI platform ecosystem. 

Key Responsibilities 

• Lead global operational support for Claude services and associated AI platforms.

• Establish and govern AI support operating models, escalation frameworks, and service processes.

• Ensure adherence to SLAs, KPIs, operational controls, and support standards.

• Own Incident, Problem, Change, Knowledge, and Major Incident Management processes.

• Drive rollout readiness, support transitions, hypercare planning, and operational acceptance reviews.

• Manage stakeholder communications, service reviews, and executive reporting.

• Define and oversee operational metrics including:

• Incident volume

• Resolution times

• Service availability

• Escalation rates

• Adoption trends

• Usage and consumption metrics

• Knowledge article effectiveness

• Lead audit readiness, compliance reviews, and control evidence collection.

• Coordinate vendor management activities and support governance reviews.

• Partner with engineering, architecture, security, and product teams to improve service reliability.

• Drive continuous service improvement and operational maturity initiatives.

• Own support documentation, SOPs, runbooks, escalation matrices, and support readiness controls.

• Lead workforce planning, shift coverage strategy, and resource forecasting.

• Support business continuity, resiliency, and disaster recovery planning for AI services.

Required Qualifications 

• Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.

• 8+ years of application support, operations, or service management experience.

• Proven leadership experience managing enterprise support teams.

• Strong understanding of ITIL practices and operational support frameworks.

• Experience managing executive stakeholders and cross-functional teams.

• Experience driving service governance and operational excellence programs.

Preferred Qualifications 

• Experience supporting enterprise AI/GenAI platforms.

• Exposure to cloud operations, Site Reliability Engineering (SRE), and platform governance.

• Experience supporting regulated financial services environments.

• Knowledge of AI governance, Responsible AI, operational risk, and compliance controls.

• Experience managing large-scale AI rollout and adoption programs.

  

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