Note: The job is a remote job and is open to candidates in USA. Snowrelic Inc is seeking an Operations & Support professional specializing in AI. This role involves leading operations and support for various enterprise platforms, ensuring service excellence, and managing incidents in a global 24x7 environment.
Responsibilities
- Provide operational leadership and day-to-day support for ServiceNow, Microsoft Copilot, AI platforms, LLM-enabled tools, and IAM services
- Ensure 24x7 service continuity, platform availability, performance monitoring, and SLA adherence across supported services
- Manage incidents, service requests, problem management, root cause analysis, and escalations to minimize business disruption
- Support AI/GenAI operations, including user onboarding, access enablement, issue triage, usage monitoring, knowledge support, and coordination with engineering, security, and vendor teams
- Collaborate with business, technology, cyber, risk, and vendor teams to resolve operational issues and improve service outcomes
- Drive operational excellence through automation, process standardization, KPI reporting, service reviews, and continuous improvement initiatives
- Monitor platform health, capacity, adoption trends, and operational risks; implement corrective and preventive actions
- Maintain operational runbooks, SOPs, dashboards, governance reports, audit evidence, and support documentation
- Support AI adoption and responsible AI operations by ensuring compliance with security, privacy, access, and governance standards
- Identify opportunities to improve user experience, reduce ticket volumes, and enhance platform reliability through self-service and automation
- Contribute to release readiness, change management, and production support for new AI and enterprise platform capabilities
Skills
- Lead operations and support for enterprise platforms and services across ServiceNow, Microsoft Copilot, AI/GenAI-enabled solutions, other LLM-based workplace tools, and Identity & Access Management (IAM)
- Ensure operational stability, service excellence, incident and problem management, user support, governance compliance, and continuous improvement in a global 24x7 environment
- Provide operational leadership and day-to-day support for ServiceNow, Microsoft Copilot, AI platforms, LLM-enabled tools, and IAM services
- Ensure 24x7 service continuity, platform availability, performance monitoring, and SLA adherence across supported services
- Manage incidents, service requests, problem management, root cause analysis, and escalations to minimize business disruption
- Support AI/GenAI operations, including user onboarding, access enablement, issue triage, usage monitoring, knowledge support, and coordination with engineering, security, and vendor teams
- Collaborate with business, technology, cyber, risk, and vendor teams to resolve operational issues and improve service outcomes
- Drive operational excellence through automation, process standardization, KPI reporting, service reviews, and continuous improvement initiatives
- Monitor platform health, capacity, adoption trends, and operational risks; implement corrective and preventive actions
- Maintain operational runbooks, SOPs, dashboards, governance reports, audit evidence, and support documentation
- Support AI adoption and responsible AI operations by ensuring compliance with security, privacy, access, and governance standards
- Identify opportunities to improve user experience, reduce ticket volumes, and enhance platform reliability through self-service and automation
- Contribute to release readiness, change management, and production support for new AI and enterprise platform capabilities
- ITIL knowledge and/or certification
- Experience with Azure, Microsoft 365, ServiceNow, PowerBI, Splunk, or similar IAM platforms
- Exposure to AI operations / LLM Ops / platform governance in an enterprise setting
- Experience with automation, workflow optimization, reporting, dashboards, and operational governance
- Familiarity with Copilot Studio, Azure OpenAI, enterprise AI support models, or similar AI ecosystems
- Strong communication, stakeholder management, analytical, and problem-solving skills
Company Overview
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