Who we are looking for

We are looking for a GenAI Support Lead / Officer with 8+ years of experience in application or production support, with strong exposure to Generative AI (GenAI), Large Language Models (LLMs), and AI Agents. This role requires technical depth, operational ownership, and the ability to lead and guide support teams while ensuring stable, secure, and high‑quality AI services.

The role involves supporting enterprise GenAI platforms, managing incidents and escalations, validating LLM outputs, coordinating with engineering and product teams, and ensuring compliance with Responsible AI and governance standards.

You will work on Artificial Intelligence initiatives within a multidisciplinary team focused on emerging trends, cutting‑edge technologies, and their application in financial services for our clients.

This role supports a hybrid work model, allowing you to balance work from home and office based on your needs and role requirements.

What you will be responsible for

As a GenAI Support Lead / Officer, you will:

• Lead end‑to‑end support operations for GenAI platforms, LLM‑based applications, and AI agent workflows.

• Provide L2/L3 support, act as the primary escalation point, and guide junior support engineers.

• Analyze business and technical specifications related to AI solutions and integrations.

• Solid understanding of LLMs, prompt behavior, AI agents, and AI workflows.

• Monitor and validate LLM prompt‑response behavior and safety issues.

• Design and execute validation plans for LLMs and AI agents, including regression testing after model or prompt updates.

• Manage incidents, problems, changes, and service requests using ServiceNow (SNOW).

• Perform root cause analysis (RCA) for recurring AI‑related issues and drive preventive actions.

• Coordinate closely with engineering, QA, product, and governance teams for fixes, deployments, and enhancements.

• Exposure to tools such as Postman, Git, Jira, CI/CD pipelines, monitoring platforms.

• Ensure SLA/SLO adherence and provide operational metrics and reports for GenAI services.

• Maintain runbooks, SOPs, knowledge articles, and support documentation.

• Support Responsible AI practices, including governance, safety checks, and compliance requirements.

What we value

These skills will help you succeed in this role:

• Strong ability to understand business and customer needs and translate them into operational support and validation strategies.

• Excellent analytical, technical, and problem‑solving skills with strong attention to detail.

• Proven ability to lead support teams, manage escalations, and drive operational excellence.

• Ability to prioritize and manage multiple high‑impact issues in production environments.

• Strong communication skills to engage with technical and non‑technical stakeholders.

Required Technical & Functional Skills

• Strong experience with ServiceNow (SNOW) – Incident, Problem, Change, and Knowledge Management.

• Experience using Jira as an agile management and defect tracking tool.

• Strong understanding of Large Language Models (LLMs), prompt engineering behavior, and AI agent workflows.

• Experience validating LLM outputs for accuracy, relevance, safety, and consistency.

• Exposure to LLM regression testing and post‑deployment validation.

• Familiarity with API testing tools such as Postman or SoapUI.

• Experience analyzing logs, dashboards, and monitoring tools.

• Exposure to CI/CD‑based environments.

Good‑to‑Have / Preferred Skills

• Experience with red teaming of LLMs to identify vulnerabilities and edge cases.

• Knowledge of AI safety validation, ethical compliance, and bias detection.

• Familiarity with LLM evaluation frameworks such as OpenAI Evals, Ragas, or custom benchmarking tools.

• Basic scripting or automation knowledge (Python preferred).

• Experience supporting financial services or regulated environments.

Education & Preferred Qualifications

• The candidate must have 8+ years of experience in application support, production support, QA, or related roles.

• Experience working in CI/CD‑based projects.

• Hands‑on experience or strong exposure to GenAI, LLM Life Cycle, and AI Agents support is highly preferred.

Additional Requirements

• Basic understanding of artificial intelligence and machine learning concepts.

• Familiarity with AI governance, Responsible AI principles, bias detection, and safety validation will be a strong advantage.