Client- A major global Aviation Brand with International Operations.
Experience- 8-12
Location-Hyderabad
Role- Manager Technology AI/OPS Support
Role Summary
We are seeking a Manager AI Operations & Support to build and lead a next-generation AI Operations function responsible for ensuring the reliability, performance, and scalability of enterprise AI and Agentic AI solutions. This role will oversee production support, operational excellence, incident management, and continuous improvement initiatives for AI platforms and services.
Key Responsibilities
- Lead and develop a high-performing AI Operations and Support team responsible for enterprise AI and Agentic AI platforms.
- Establish and manage support operating models, service level agreements (SLAs), on-call processes, and global support frameworks.
- Ensure high availability, reliability, performance, and operational stability of AI/ML systems in production environments.
- Drive incident management, root cause analysis, problem resolution, and continuous service improvement initiatives.
- Partner with Engineering, Platform, Product, and Business teams to improve operational efficiency and reduce recurring issues.
- Implement best practices for observability, monitoring, automation, and operational governance across AI ecosystems.
- Support the adoption and scaling of AI technologies while balancing performance, cost optimization, and risk management.
- Lead cross-functional initiatives to enhance service quality, operational resilience, and customer experience.
- Provide technical leadership on cloud-based AI platforms, operational processes, and support strategies.
- Build strong stakeholder relationships and drive collaboration across technology and business teams.
- Manage team performance, hiring, mentoring, budgeting, and capability development initiatives.
- Monitor operational metrics and business outcomes to ensure measurable value delivery.
Required Skills & Experience
- Experience leading technology operations, platform support, SRE, DevOps, AI Operations, or production support teams.
- Strong understanding of AI/ML systems, cloud platforms (preferably AWS), monitoring, observability, and incident management practices.
- Knowledge of software development lifecycle, operational governance, automation, and service management frameworks.
- Proven ability to lead cross-functional teams and deliver operational excellence in complex technology environments.
- Strong stakeholder management, communication, problem-solving, and leadership skills.
- Experience managing large-scale production systems with a focus on reliability, performance, and continuous improvement.
Education: Bachelor's degree in Computer Science, Engineering, Information systems or similar fields of study or equivalent advanced level experience.
