Lead Production Support & AI Operations

At Synechron, we believe in the power of digital to transform businesses for the better. Our global consulting firm combines creativity and innovative technology to deliver industry-leading digital solutions. Synechron’s progressive technologies and optimization strategies span end-to-end Artificial Intelligence, Consulting, Digital, Cloud & Dev Ops, Data, and Software Engineering, servicing an array of noteworthy financial services and technology firms. Through research and development initiatives in our Fin Labs we develop solutions for modernization, from Artificial Intelligence and Blockchain to Data Science models, Digital Underwriting, mobile-first applications and more.

Over the last 20+ years, our company has been honored with multiple employer awards, recognizing our commitment to our talented teams. With top clients to boast about, Synechron has a global workforce of 16,400+, and has 60 offices in 20 countries within key global markets.

We are seeking an innovative and experienced senior technology leader to oversee our IT Production Services and AI-driven operational practices. This pivotal role is responsible for maintaining the stability, performance, and resilience of large-scale enterprise systems, while spearheading the adoption of AI/ML technologies to modernize production operations. The ideal candidate will blend deep expertise in ITIL-based service management with hands-on experience deploying advanced AI solutions to elevate operational excellence.

Additional Information*

The base salary for this position will vary based on geography and other factors. In accordance with law, the base salary for this role if filled within NYC, NY is $110k - $140k/year & benefits (see below).

Lead end-to-end production services, operations, and service management across mission-critical enterprise systems, ensuring high availability and reliability.

Own and continuously mature ITIL processes including Incident, Problem, Change, Release, and Service Continuity Management, aligning with industry best practices.

Drive operational excellence through the development and monitoring of SLAs, KPIs, root cause analysis, and a culture of continuous improvement.

Implement and scale AI/ML-driven operational capabilities such as:

• Predictive incident detection and alerting to prevent outages.
• Intelligent root-cause analysis to expedite issue resolution.
• Deployment of AIOps platforms for noise reduction, automation, and proactive management.

Collaborate with engineering, security, and business teams to ensure high levels of system availability, security compliance, and customer satisfaction.

Lead production readiness initiatives for major releases, platform modernization, cloud migrations, and Dev Ops transformations, ensuring seamless deployment and minimal disruption.

10+ years of experience in IT operations, production services, or related leadership roles within complex enterprise environments.

Strong expertise in ITIL v3 or v4 frameworks, with relevant certifications preferred.

Proven track record of deploying AI, machine learning, or AIOps solutions in production environments—such as AI-based monitoring, incident prediction, and automation tools.

Deep experience managing cloud, hybrid, and distributed IT environments at scale.

Demonstrated ability to lead and develop global teams, manage high-severity incidents, and execute strategic initiatives.

Exceptional stakeholder management and executive communication skills, capable of translating complex technical concepts to diverse audiences.

Preferred skills:

The opportunity to combine disciplined ITIL-based best practices with cutting-edge AI/ML innovations to transform operational capabilities.

Significant impact in reducing system outages, MTTR, and operational costs while enhancing service reliability.

A strategic leadership position that bridges the gap between stable, reliable operations and intelligent automation, driving future-ready enterprise systems.

• A multinational organization with 60 offices in 20 countries and the possibility to work abroad.
• 10 days of paid annual leave plus an additional 10 days of personal…