Claude Support Operations Lead - Senior Manager

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From State Street’s original posting

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…