Operations & Support - AI

Role overview

This position focuses on running and supporting enterprise operations for ServiceNow, Microsoft Copilot, AI and GenAI solutions, other workplace LLM tools, and identity and access management services. The role is fully remote and plays a key part in keeping services stable, compliant, and available around the clock in a global 24x7 environment.

What you will do

• Lead daily operations and support activities for ServiceNow, Microsoft Copilot, AI platforms, LLM-based tools, and IAM services.
• Help maintain uninterrupted 24x7 service delivery, track platform performance, and make sure service levels are met.
• Handle incidents, service requests, problem resolution, root cause analysis, and escalations to reduce disruption to the business.
• Support AI and GenAI operations by managing onboarding, enabling access, triaging issues, monitoring usage, providing knowledge support, and coordinating with engineering, security, and vendor partners.
• Work closely with business, technology, cyber, risk, and external vendor teams to resolve operational challenges and improve outcomes.
• Improve operational effectiveness through automation, standardized processes, KPI tracking, service reviews, and ongoing enhancement efforts.
• Track platform health, capacity, adoption patterns, and operational risks, then apply corrective and preventive actions as needed.
• Maintain runbooks, SOPs, dashboards, governance reports, audit documentation, and support material.
• Support responsible AI adoption by following required security, privacy, access, and governance controls.
• Look for ways to improve the user experience, lower ticket volume, and strengthen platform reliability through self-service and automation.
• Contribute to release readiness, change management, and production support for new AI and enterprise platform capabilities.

Preferred experience and knowledge

• Working knowledge of ITIL, with certification being a plus.
• Hands-on exposure to Azure, Microsoft 365, ServiceNow, Power BI, Splunk, or similar IAM platforms.
• Experience supporting AI operations, LLM operations, or enterprise platform governance.
• Background in automation, workflow improvement, reporting, dashboards, and operational controls.
• Familiarity with Copilot Studio, Azure OpenAI, enterprise AI support frameworks, or related ecosystems.
• Strong communication, stakeholder management, analytical thinking, and problem-solving abilities.

Additional information

This role is intended for a global support environment where service reliability, governance, and continuous improvement are central to success.