Application Support Lead

You will be working as a GenAI Support Lead / Officer with a minimum of 8 years of experience in application or production support, focusing on Generative AI (GenAI), Large Language Models (LLMs), and AI Agents. Your responsibilities will include: - Leading end-to-end support operations for GenAI platforms, LLM-based applications, and AI agent workflows. - Providing L2/L3 support, acting as the primary escalation point, and guiding junior support engineers. - Monitoring and validating LLM prompt-response behavior and safety issues. - Designing and executing validation plans for LLMs and AI agents, including regression testing after model or prompt updates. - Managing incidents, problems, changes, and service requests using ServiceNow (SNOW). - Performing root cause analysis (RCA) for recurring AI-related issues and driving preventive actions. - Coordinating closely with engineering, QA, product, and governance teams for fixes, deployments, and enhancements. - Ensuring SLA/SLO adherence and providing operational metrics and reports for GenAI services. - Maintaining runbooks, SOPs, knowledge articles, and support documentation. - Supporting Responsible AI practices, including governance, safety checks, and compliance requirements. To succeed in this role, the following skills are essential: - Strong ability to understand business and customer needs and translate them into operational support and validation strategies. - Proven ability to lead support teams, manage escalations, and drive operational excellence. - Strong communication skills to engage with technical and non-technical stakeholders. - 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. - Familiarity with API testing tools such as Postman or SoapUI. - Experience with red teaming of LLMs to identify vulnerabilities and edge cases. - 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. Additionally, you will have the opportunity to work on Artificial Intelligence initiatives within a multidisciplinary team focused on emerging trends, cutting-edge technologies, and their application in financial services for clients. This role supports a hybrid work model, allowing you to balance work from home and office based on your needs and role requirements. You will be working as a GenAI Support Lead / Officer with a minimum of 8 years of experience in application or production support, focusing on Generative AI (GenAI), Large Language Models (LLMs), and AI Agents. Your responsibilities will include: - Leading end-to-end support operations for GenAI platforms, LLM-based applications, and AI agent workflows. - Providing L2/L3 support, acting as the primary escalation point, and guiding junior support engineers. - Monitoring and validating LLM prompt-response behavior and safety issues. - Designing and executing validation plans for LLMs and AI agents, including regression testing after model or prompt updates. - Managing incidents, problems, changes, and service requests using ServiceNow (SNOW). - Performing root cause analysis (RCA) for recurring AI-related issues and driving preventive actions. - Coordinating closely with engineering, QA, product, and governance teams for fixes, deployments, and enhancements. - Ensuring SLA/SLO adherence and providing operational metrics and reports for GenAI services. - Maintaining runbooks, SOPs, knowledge articles, and support documentation. - Supporting Responsible AI practices, including governance, safety checks, and compliance requirements. To succeed in this role, the following skills are essential: - Strong ability to understand business and customer needs and translate them into operational support and validation strategies. - Proven ability to lead support teams, manage escalations, and drive operational excellence. - Strong communication skills to engage with technical and non-technical stakeholders. - 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. - Familiarity with API testing tools such as Postman or SoapUI. - Experience with red teaming of LLMs to identify vulnerabilities and edge cases. - Familiarity with LLM evaluation frameworks such as OpenAI Evals, Ragas, or custom benchmarking tools. - Basic scripting or automation k