Production Support Lead, GenAI

Production Support Lead - GenAI

At AIG, we are building a brand-new, innovative Generative AI team designed to explore new possibilities for how artificial intelligence can be applied in insurance and beyond. We need your help to innovate, lead projects, and transform how we manage risk and serve our customers.

About

The Role

As Production Support Lead, you will lead the creation of operational excellence and business continuity plans, manage risk the production environment, maintain detailed knowledge management, monitor cost and usage, drive continuous improvement, and define metrics and performance for all applications under the GenAI Assist program.

Responsibilities

• Apply industry best practices to establish a standard support model and process for the GenAI Assist Platform.
• Test, debug, and analyze incidents reported by users.
• Coordinate change management for production releases and upgrades.
• Ensure that production changes are reviewed and validated to avoid/minimize issues.
• Develop and maintain monitoring dashboards for various components.
• Support and drive root‑cause analysis of production issues, working with Application Delivery, Platform, Dev Ops, and Business teams to remediate problems.
• Provide regular verbal and written status, risk, and issue communications; recommend remediation or change.
• Work with development teams to ensure deployments are completed without incident and with proper procedure.
• Identify opportunities for application tuning.
• Review, maintain, and enhance application run books.

What Is Needed To Be Successful

• 10+ years of experience supporting enterprise application platforms (incident management, patches, vulnerabilities, change management, monitoring).
• Knowledge of L2/L3 production issue processes.
• Hands‑on experience collaborating with stakeholders to conduct RCAs and drive continuous improvement.
• Experience configuring and maintaining observability across critical applications and infrastructure.
• Hands‑on experience monitoring production with Dynatrace, Splunk, Cloud Watch.
• Experience identifying performance bottlenecks.
• Experience supporting Java J2EE applications using Spring, Spring Boot, Microservices, REST, Angular, XML, JSON.
• Developed detailed run books / knowledge‑management documentation.
• Good experience with Splunk search, dashboards, and alert generation.
• Worked on global Agile development teams.
• Provided end‑user communications for critical issues with ETAs; conducted daily application health checks.

It Would Be Nice If

• You are knowledgeable about ethical standards and controls for Generative AI and have supported AI/ML enterprise applications in large enterprises.
• You have development experience on enterprise applications.

Veterans Are Encouraged to Apply.

At AIG, we value in‑person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy Benefits That Take Care Of What Matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing, and financial security—along with professional development—to bring peace of mind to you and your family.

Reimagining

Insurance To Make A Bigger Difference To The World

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far‑reaching property casualty networks. It is an exciting time to join us—across our operations, we are thinking in new and innovative ways to deliver ever‑better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty, and discover new potential.

Welcome

To A Culture Of Inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions,…