AI Operations Incident Commander (Offshore)-Senior Associate-AI Managed Services - operate
Remote · Bengaluru, Karnataka, India or IN
Job Summary
Lead offshore live incident coordination during offshore hours for PwC’s AI operations. Direct Severity 1/2/priority production incidents, run structured technical triage across SRE, platform, integration, application, service desk, security, and vendor teams, and maintain a current command view of symptoms, actions, risks, and next decisions. Prepare concise handoffs to the onshore lead with status, unresolved risks, owners, timestamps, and recommended actions; escalate when necessary. Support readiness for risky changes, releases, and maintenance, contribute to post-incident reviews, and drive continuous improvement by identifying repeat failure patterns and updating runbooks, monitoring, and support processes. Collaborate with onshore incident leads, offshore engineers, resolver groups, vendors, and service leadership to unblock work, create structure in fast-moving situations, and ensure clean handoffs and documentation. This role sits in PwC’s AI Operations & Platform Support team, focusing on Level 2/3 incident response, monitoring, service requests, and continuous improvement across AWS/Bedrock, OpenAI, and related components in a managed-services model.
Required Qualifications
- 6+ years in production operations, incident management, technical support leadership, or live service operations
- Experience coordinating high-severity production incidents, including bridge management, severity assessment, action tracking, and restoration management
- Technical support depth to follow cloud, application, integration, and observability signals
- Experience working within ITIL-aligned incident, problem, change, and service-request processes with strong ticket hygiene
- Strong written and verbal communication skills for concise bridge updates and high-quality handoffs
- Ability to coordinate engineers, resolver groups, vendors, and service leadership across shifts
- Comfort operating in ambiguity and taking ownership to unblock work
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