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

📌 Claude Support Operations Lead (Bengaluru)
🏢 State Street
📍 Bengaluru