Claude Support Operations Lead - Senior Manager
State Street CorporationMatch Score
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Protocol Intelligence
Data-driven signals on your job's competitivenessStrong global brand and Bangalore location but senior, specialized AI support remit limits applicant density.
Core ITIL and service management skills are transferable, but AI governance and finance regulation increase domain specificity.
Explicit 8+ years, ITIL/service management requirement and leadership experience create stringent screening.
Job Description
Structured overview of role & requirementsAbout This Role
Provide operational leadership for the global rollout, hypercare, and steady-state support of Claude AI platform services.
Own and govern ITIL-aligned service management processes including Incident, Problem, Change, Knowledge, and Major Incident Management, ensuring SLA and KPI adherence.
Lead workforce planning, stakeholder communications, vendor management, and continuous service improvement initiatives across the AI platform ecosystem.
Minimum Requirements
Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
8+ years of experience in application support, operations, or service management with proven leadership in enterprise support teams.
Strong understanding of ITIL practices and operational support frameworks.
Experience managing executive stakeholders and driving service governance and operational excellence programs.
Ideal Candidate Profile
Experienced in supporting enterprise AI/GenAI platforms and familiar with cloud operations and Site Reliability Engineering (SRE).
Demonstrates capability in managing large-scale AI rollouts and adoption programs with operational maturity focus.
Comfortable working cross-functionally with engineering, architecture, security, and product teams in regulated environments, preferably financial services.