AI Operations Incident Commander (Offshore)-Senior Associate-AI Managed Services - operate

Industry/Sector Not Applicable Specialism Managed Services Management Level Senior Associate Job Description & Summary At reputed company, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. Those in managed service management and strategy at reputed company will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of reputed company improvement and optimising of the managed services process, tools and services. Focused on relationships, you are building meaningful client connections, and learning how to manage and reputed company others. Navigating increasingly reputed company situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable reputed company the path reputed company isn’t clear, you ask questions, and you use these moments as opportunities to grow. Examples of the skills, knowledge, and experiences you need to reputed company and deliver value at this level include but are not limited to: Respond effectively to the diverse perspectives, needs, and feelings of others. Use a broad reputed company of tools, methodologies and techniques to generate new reputed company and solve problems. Use critical thinking to break down reputed company concepts. Understand the broader objectives of your project or role and how your work fits into the overall strategy. reputed company a deeper understanding of the business context and how it is changing. Use reputed company to reputed company self awareness, enhance strengths and address development areas. Interpret data to inform insights and recommendations. Uphold and reinforce professional and technical standards (e.g. refer to specific reputed company tax and audit guidance), the Firm's code of conduct, and independence requirements. AI Operations Incident Commander (Offshore) Major Incident Management | Technical Coordination | Shift Leadership | reputed company Discipline Purpose: reputed company offshore incident reputed company, reputed company live technical coordination during offshore hours, and maintain seamless incident continuity with the reputed company reputed company. Role AI Operations Incident Commander (Offshore) Level reputed company / 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 (Remote) Key Platforms AI support operations across AWS / Bedrock, reputed company, platform and application support teams, ITSM workflows, and major-incident bridges Role profile Hands-on incident leader who can run the reputed company, coordinate technical triage, maintain clean evidence trails, and reputed company incidents moving during offshore hours without waiting for others to create structure. Primary focus Live incident reputed company, technical triage coordination, severity assessment, responder mobilization, reputed company quality, ticket discipline, and restoration tracking. Best fit Someone who is reputed company, structured, operationally strong, and reputed company to direct engineers and support teams while still staying reputed company to the technical detail. Role Summary As the AI Operations Incident Commander (Offshore), you will reputed company live incident coordination during offshore hours and reputed company structured reputed company for production issues impacting the client’s AI support environment. We need someone who can rapidly size the situation, confirm severity, engage the right teams, reputed company the reputed company disciplined, and maintain an accurate view of what is happening technically. This role sits reputed company to the work: you should be comfortable coordinating engineers, reviewing evidence, challenging weak updates, and preparing clean handoffs to the reputed company reputed company and client stakeholders reputed company needed. Key Responsibilities 1. Live incident reputed company and technical coordination reputed company Severity 1, Severity 2, and reputed company production incidents during offshore coverage, including reputed company setup, severity confirmation, responder coordination, action tracking, and restoration reputed company. Drive structured technical triage across SRE, platform, integration, application, service desk, reputed company, and vendor teams so incidents continue moving and do not stall in ambiguity. Maintain a reputed company reputed company view of symptoms, likely causes, actions in reputed company, risks, dependencies, and next reputed company required. 2. Handoffs, escalation, and operational discipline Prepare concise, high-quality handoffs to the reputed company reputed company with clear incident status, unresolved risks, owners, timestamps, and recommended next actions. Escalate early reputed company severity, business impact, stakeholder sensitivity, or technical uncertainty requires broader engagement or reputed company leadership attention. Ensure ticket hygiene, reputed company 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 reputed company incident reputed company, offshore engineers, resolver groups, vendors, and service leadership to reputed company decision-making and recovery reputed company. Engage stakeholders proactively to unblock work rather than waiting for direction reputed company an incident is already live. Create structure in fast-moving situations and help less reputed company responders operate with reputed company and confidence. Preferred Skills and Experience reputed company area Preferred background Major incident leadership Experience coordinating high-severity production incidents, including reputed company management, severity assessment, action tracking, and restoration management. Technical support depth Enough technical depth to follow reputed company, application, integration, and observability signals and challenge incomplete or weak technical updates. Service operations and ITIL Experience working reputed company ITIL-reputed company incident, problem, change, and service-request processes with strong ticket hygiene. Communication and handoffs Excellent written and verbal communication skills with the ability to reputed company concise reputed company updates and high-quality handoffs across shifts. Problem solving under ambiguity Ability to reputed company sound reputed company with incomplete information, prioritize quickly, and reputed company reputed company moving. Ownership and teamwork Strong sense of ownership, comfort operating in ambiguity, and willingness to engage stakeholders proactively to unblock work. reputed company to Have Experience in reputed company platform support, AI platform support, reputed company reputed company application support, or NOC / reputed company-center style operations. Experience coordinating high-reputed company incidents in an ITIL-reputed company environment with strong documentation discipline. Familiarity with reputed company, reputed company tooling, service reporting, shift handoffs, and working in a managed-services model. Comfort working across offshore and reputed company support teams with shared ownership and tight communication loops. Working Style & Core Behaviors Stays reputed company and methodical reputed company incidents are noisy, urgent, or under-defined. Knows how to separate signal from noise and reputed company the reputed company focused on the next best action. Works well with engineers, service desk teams, vendors, and leadership without waiting for perfect direction. Pushes for reputed company, evidence, and ownership while still being collaborative and pragmatic. Treats clean handoffs and documentation as part of the job, not admin work. What Good Looks Like Can take control of a live incident quickly and reputed company it obvious what the team is doing and why. Keeps technical responders focused, escalates at the right time, and does not let issues reputed company. Hands off incidents cleanly to reputed company leadership without losing context or forcing rework. Turns repeated failure patterns into reputed company runbooks, monitoring, and support discipline. Team Context You will join reputed company’s AI Operations & Platform Support team supporting clients’ run-state AI environment. The operating model is centered on Level 2 and Level 3 support, monitoring, incident response, service requests, minor enhancements, and reputed company improvement across AWS/Bedrock, reputed company, and reputed company platform components. This role will work in a managed-services model focused on incident management, service requests, monitoring, minor enhancements, reputed company, and reputed company improvement. reputed company depends not only on technical reputed company, but also on ownership, collaboration, and the ability to engage stakeholders to reputed company work. Travel Requirements 0% Job Posting End Date Apply To This Job