AI Ops Manager with Deployment exp

Duties and Responsibilities

Lead production operations and continuous improvement for AI applications postdeployment, driving automation to enhance reliability, scalability, and SLA adherence.

Partner with Application Managed Support (AMS) teams to transition highvolume, repeatable support tickets, improving operational efficiency and reducing incident resolution time.

Leads production support processes after go-live of AI COE led deployments.

Identifies all applicable support scenarios, leads ServiceNow ticket form creation, continuously tries to reduce set SLAs for resolution of tickets raised through automation and partnering with AMS team.

Participate in post-deployment support planning (hypercare), SLA planning, triaging ServiceNow tickets, surfacing engineering and devlopment related work items needed, and operationalizing SOPs.

Aim for reduction in overall ticket volume, ensuring higher rates of First Contact Resolution.

What Success Looks Like:

Can accurately plan end-to-end support processes after go-live of AI COE applications.

Automation focused mindset with strong initiative to reduce SLAs and improve support related metrics.

Effective in building partnerships with cross functional and downstream support teams.

• Knowledge of handling support process of AI applications where deterministic behavior may be hard to traceback.