Job Description:
Role: Operations & Support with AI
Remote
Role Summary: Lead operations and support for enterprise platforms and services across ServiceNow, Microsoft Copilot, AI/GenAI-enabled solutions, other LLM-based workplace tools, and Identity & Access Management (IAM). This role is responsible for ensuring operational stability, service excellence, incident and problem management, user support, governance compliance, and continuous improvement in a global 24x7 environment.
Key Responsibilities
Provide operational leadership and day-to-day support for ServiceNow, Microsoft Copilot, AI platforms, LLM-enabled tools, and IAM services.
Ensure 24x7 service continuity, platform availability, performance monitoring, and SLA adherence across supported services.
Manage incidents, service requests, problem management, root cause analysis, and escalations to minimize business disruption.
Support AI/GenAI operations, including user onboarding, access enablement, issue triage, usage monitoring, knowledge support, and coordination with engineering, security, and vendor teams.
Collaborate with business, technology, cyber, risk, and vendor teams to resolve operational issues and improve service outcomes.
Drive operational excellence through automation, process standardization, KPI reporting, service reviews, and continuous improvement initiatives.
Monitor platform health, capacity, adoption trends, and operational risks; implement corrective and preventive actions.
Maintain operational runbooks, SOPs, dashboards, governance reports, audit evidence, and support documentation.
Support AI adoption and responsible AI operations by ensuring compliance with security, privacy, access, and governance standards.
Identify opportunities to improve user experience, reduce ticket volumes, and enhance platform reliability through self-service and automation.
Contribute to release readiness, change management, and production support for new AI and enterprise platform capabilities.
Preferred Skills
ITIL knowledge and/or certification.
Experience with Azure, Microsoft 365, ServiceNow, PowerBI, Splunk, or similar IAM platforms.
Exposure to AI operations / LLM Ops / platform governance in an enterprise setting.
Experience with automation, workflow optimization, reporting, dashboards, and operational governance.
Familiarity with Copilot Studio, Azure OpenAI, enterprise AI support models, or similar AI ecosystems.
Strong communication, stakeholder management, analytical, and problem-solving skills.