Technology Support Lead - AI and Production Management Tools

What you'll do

• Set and deliver tool strategy, roadmaps, governance, and continuous improvement plans; represent Production Management needs to enterprise tool and product owners.
• Lead evaluation, implementation, integration, adoption, and measurement of operational tools and approved AI capabilities, with appropriate validation and sensitive-data handling.
• Support production stability through incident, problem, change, and event management; monitor environments, address anomalies, and communicate through service restoration.

What they ask for

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• Demonstrated experience using enterprise-authorized AI capabilities in production operations workflows, with strong validation habits and awareness of data sensitivity.
• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud.
• Proficiency with observability and monitoring tools and techniques; experience executing ITIL processes and managing incident, problem, change, and event practices.

Nice to have

• Hands-on experience with Claude Code, GitHub Copilot, NowAI, or comparable enterprise-authorized AI capabilities.
• Experience in Production Management, Site Reliability Engineering (SRE), Service Management, or Operational Excellence in a large enterprise.

Tools

Claude Code, GitHub Copilot, NowAI, ITIL, SRE

AI focus

Lead responsible adoption of enterprise-authorized AI for incident triage, operational analytics, automation, efficiency, risk management, and service stability, with human validation and appropriate data handling.