Genai Support Lead - Manager

STATE STREET

Hybrid
8+ years application production support experience
Strong understanding of large language models llms
Experience with servicenow incident problem change management
This role requires leading end-to-end support operations for enterprise GenAI platforms and AI agent workflows within a multidisciplinary team

Job Summary

  • This role requires leading end-to-end support operations for enterprise GenAI platforms and AI agent workflows within a multidisciplinary team.
  • The successful candidate will act as the primary escalation point for L2/L3 support while ensuring stable, secure, and high-quality AI services.
  • State Street offers a hybrid work model allowing employees to balance work from home and office based on role requirements.

Matching Summary

This role requires leading end-to-end support operations for enterprise GenAI platforms and AI agent workflows within a multidisciplinary team.

Skills & Requirements

Must-have

  • 8+ years application production support experience
  • Strong understanding of Large Language Models LLMs
  • Experience with ServiceNow incident problem change management
  • Proficiency in Jira agile defect tracking tools
  • Ability to validate LLM prompt response behavior

Nice-to-have

  • Experience with red teaming LLMs for vulnerabilities
  • Knowledge of AI safety validation and ethical compliance
  • Familiarity with Python scripting or automation
  • Experience supporting financial services regulated environments
  • Exposure to LLM evaluation frameworks like Ragas

Key Requirements

  • 8+ years of experience in application or production support
  • Hands-on experience with ServiceNow (SNOW) modules
  • Strong exposure to Generative AI and AI Agents
  • Experience working in CI/CD-based projects

Work Rights

Not specified

Tailored Resume

Cover Letter