Technology Support Lead - AI and Production Management Tools

Join our dynamic Production Management team to strengthen technology resilience, improve service quality, and advance the strategic use of tools and artificial intelligence across the core services that support our business.

As an AI and Production Management Tools Lead in Employee Platforms, you will drive the strategy, roadmap, governance, adoption, and continuous improvement of the tools used by Production Management teams. You will partner with enterprise technology tool and product owners to represent Production Management requirements, influence product direction, and ensure solutions are fit for purpose, scalable, integrated, and aligned with business and technology priorities.

The role will lead responsible adoption of enterprise-authorized AI capabilities, including Claude Code, Git Hub Copilot, and NowAI, to improve operational insight, engineering productivity, process efficiency, proactive risk management, and service stability. Success in this role requires strong strategic thinking, practical understanding of Production Management processes and tooling, sound judgment, attention to detail, and the ability to influence technology teams and business stakeholders through clear communication, effective challenge, and data-driven recommendations.

• Serve as a subject matter expert for Production Management tools that support end-to-end application or infrastructure service delivery and the successful business operations of the firm.
• Leads team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data.
• Develop and execute the strategy, roadmap, governance, and continuous improvement plan for Production Management tools, ensuring alignment with business objectives, technology priorities, operational needs, and enterprise standards.
• Represent Production Management requirements to enterprise technology tool and product owners, influencing product direction, prioritization, adoption, and optimization of capabilities that support operational excellence.
• Execute policies and procedures that ensure operational stability and availability and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.
• Monitor production environments for anomalies, address issues, drive evolution of utilization of standard observability tools, and expedite and communicate issues and solutions to business and technology stakeholders through incident resolution and service restoration.
• Lead the evaluation, implementation, integration, and governance of tools supporting Production Management processes, including observability, incident management, problem management, change management, event management, resilience, reporting, workflow, and operational risk management.
• Identify, assess, and prioritize opportunities to apply enterprise-authorized AI capabilities, including Claude Code, Git Hub Copilot, NowAI, and other approved automation and analytics solutions, to improve operational insight, accelerate automation development, increase efficiency, reduce manual effort, and enhance service stability.
• Applies reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.
• Define, measure, and report meaningful performance metrics for Production Management tooling and processes, including adoption, availability, data quality, AI and automation benefits, operational efficiency, and service outcomes.
• Drive continuous improvement of Production Management processes, tooling, integrations, governance, reporting, documentation, standards, and training capabilities.

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and ensuring outcomes align to operational, security, and auditability expectations.
• Experience…