Claude Support Operations Lead - Senior Manager
Core
Provide operational leadership for the rollout, hypercare, and steady-state support of the Claude AI platform and associated services.
Role type
Senior Manager, AI Support Operations Lead
Builds
Operational support models, escalation frameworks, and service processes for the AI platform ecosystem.
Domain
Financial Services / Artificial Intelligence / IT Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITIL practices, service management frameworks, incident/problem/change management, stakeholder management, workforce planning, operational governance, SLA/KPI management, vendor management, business continuity planning
Preferred skills
Enterprise AI/GenAI platform support, cloud operations, Site Reliability Engineering (SRE), regulated financial services environment experience, AI governance and compliance controls, large-scale AI rollout management
Technologies
Claude, AI platforms, cloud infrastructure
Responsibilities
Lead global operational support for Claude services; Establish and govern AI support operating models and escalation frameworks; Ensure adherence to SLAs, KPIs, and operational controls; Own Incident, Problem, Change, Knowledge, and Major Incident Management processes; Drive rollout readiness, support transitions, and hypercare planning; Manage stakeholder communications and executive reporting; Define and oversee operational metrics including incident volume, resolution times, and adoption trends; Lead audit readiness and compliance reviews; Coordinate vendor management activities; Partner with engineering, architecture, security, and product teams to improve service reliability; Drive continuous service improvement and operational maturity initiatives; Own support documentation, SOPs, and runbooks; Lead workforce planning and shift coverage strategy; Support business continuity and disaster recovery planning for AI services
Seniority
Senior Manager, hands-on leadership
