Job Responsibilities 

• Sets reuse-first expectations for enterprise-authorized AI adoption within the work environment across support operations to accelerate incident insights and operational reporting, with human-in-the-loop validation and appropriate handling of sensitive data.  

• Establishes governance standards for AI-assisted workflows used in incident/problem/change processes (including documentation and trend analysis), ensuring traceability/auditability and alignment to resiliency and security expectations.  

• Advises on complex, cross-domain incident, problem and change management challenges, identifying process weaknesses, recurring failure patterns and opportunities to improve operational resilience across Infrastructure Platforms. 

• Uses observability, monitoring and diagnostic information to analyse significant, recurring or cross-domain issues, test root-cause hypotheses and help accountable teams define sustainable remediation. 

• Leads focused technical investigations into significant, recurring or cross-domain issues, using support engineering expertise to establish root cause, identify patterns and determine the teams and actions required for sustainable resolution. 

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• Required qualifications, capabilities, and skills 

• Formal training or certification on troubleshooting, resolving, and maintaining information technology services concepts and advanced applied experience  

• Demonstrated experience leading safe use of enterprise-authorized AI capabilities within the work environment within production support workflows, including validation practices and awareness of data sensitivity.  

• Ability to define review/approval and escalation expectations for AI-assisted recommendations while maintaining operational, security, and auditability outcomes.  

• Experience analysing complex application or infrastructure issues in large-scale on-premises and public-cloud environments, including dependencies across multiple technology domains. 

• Proficient in using observability, monitoring and diagnostic information to identify patterns, test hypotheses and support root-cause analysis across distributed technology environments. 

• Experience working in a client-facing technology role, translating business and application priorities into infrastructure requirements and outcomes. 

• Ability to coordinate complex initiatives across business, product, engineering, operations, cyber and risk stakeholders. 

• Demonstrated experience in executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework