Claude Support Operations Lead - Senior Manager

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 teams.

• Strong understanding of ITIL practices and operational support frameworks.

• Experience managing executive stakeholders and cross-functional teams.

• Experience driving service governance and operational excellence programs.

Preferred Qualifications

• Experience supporting enterprise AI/GenAI platforms.

• Exposure to cloud operations, Site Reliability Engineering (SRE), and platform governance.

• Experience supporting regulated financial services environments.

• Knowledge of AI governance, Responsible AI, operational risk, and compliance controls.

• Experience managing large-scale AI rollout and adoption programs.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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