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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