Claude Support Operations Lead - Senior Manager

About the role

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.

What you'll do

• 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

What you need

• 8–14 yrs of experience
• ITIL
• SOP writing
• Reporting
• Vendor management
• Documentation
• Process improvement
• B.Tech or B.E. or B.Sc or BCA

Good to have

• LLMs
• Operational risk