AI Operations Incident Commander

Major Incident Management | Technical Coordination | Shift Leadership | Handoff Discipline

Purpose: Provide offshore incident command, lead live technical coordination during offshore hours, and maintain seamless incident continuity with the onshore lead.

Role

AI Operations Incident Commander (Offshore)

Level

Experienced / Senior

Tower

AI Operations & Platform Support (AI Managed Services)

Experience

6+ years in production operations, incident management, technical support leadership, or live service operations

Work Location

India (Bangalore / Hyderabad)

Key Platforms

AI support operations across AWS / Bedrock, OpenAI, platform and application support teams, ITSM workflows, and major-incident bridges

Role profile

Hands-on incident leader who can run the bridge, coordinate technical triage, maintain clean evidence trails, and keep incidents moving during offshore hours without waiting for others to create structure.

Primary focus

Live incident command, technical triage coordination, severity assessment, responder mobilization, handoff quality, ticket discipline, and restoration tracking.

Best fit

Someone who is calm, structured, operationally robust, and able to direct engineers and support teams while still staying close to the technical detail.

Role Summary

As the AI Operations Incident Commander (Offshore), you will lead live incident coordination during offshore hours and provide structured command for production issues impacting the clients AI support environment. We need someone who can rapidly size the situation, confirm severity, engage the right teams, keep the bridge disciplined, and maintain an accurate view of what is happening technically.

This role sits close to the work: you should be comfortable coordinating engineers, reviewing evidence,



challenging weak updates, and preparing clean handoffs to the onshore lead and client stakeholders when needed.

Key Responsibilities

- Live incident command and technical coordination

- Lead Severity 1, Severity 2, and priority production incidents during offshore coverage, including bridge setup, severity confirmation, responder coordination, action tracking, and restoration cadence.
- Drive structured technical triage across SRE, platform, integration, application, service desk, security, and vendor teams so incidents continue moving and do not stall in ambiguity.
- Maintain a current command view of symptoms, likely causes, actions in progress, risks, dependencies, and next decisions required.

2. Handoffs, escalation, and operational discipline
- Prepare concise, high-quality handoffs to the onshore lead with clear incident status, unresolved risks, owners, timestamps, and recommended next actions.
- Escalate early when severity, business impact, stakeholder sensitivity, or technical uncertainty requires broader engagement or onshore leadership attention.
- Ensure ticket hygiene, bridge notes, timelines, and action logs are complete enough to support RCA, reporting, and clean follow-through.

3. Change risk, problem management, and improvement support
- Support operational readiness for risky changes, releases, and maintenance activities by asking the right questions about rollback, validation, monitoring,



and support readiness.
- Contribute incident evidence and technical observations into post-incident reviews and corrective-action planning.
- Identify repeat failure patterns, weak runbooks, and support-process gaps, then push improvements back into the service.

4. Stakeholder engagement and team ways of working
- Work closely with the onshore incident lead, offshore engineers, resolver groups, vendors, and service leadership to keep decision-making and recovery aligned.
- Engage stakeholders proactively to unblock work rather than waiting for direction when an incident is already live.
- Create structure in fast-moving situations and help less experienced responders operate with clarity and confidence.

Preferred Skills and Experience

Skill area

Preferred background

Major incident leadership

Experience coordinating high-severity production incidents, including bridge management, severity assessment, action tracking, and restoration management.

Technical support depth

Enough technical depth to follow cloud, application, integration, and observability signals and challenge incomplete or weak technical updates.

Service operations and ITIL

Experience working within ITIL-aligned incident, problem, change, and service-request processes with strong ticket hygiene.

Communication and handoffs

Excellent written and verbal communication skills with the ability to provide concise bridge updates and high-quality handoffs across shifts.

Problem solving under ambiguity

Ability to make sound decisions with incomplete information, prioritize quickly, and keep progress moving.

Ownership and teamwork

Strong sense of ownership, comfort operating in ambiguity, and willingness to engage stakeholde

📌 AI Operations Incident Commander (Bengaluru)
🏢 PwC
📍 Bengaluru