AI Support Lead

Key Responsibilities

Provide ongoing technical guidance and expertise in AWS and vendor-based products to resolve issues and optimize platform reliability. Oversee the assignment of operational tasks, shifting priorities to ensure timely completion and a balanced team workload. Lead daily standup meetings to surface blockers, align on priorities, and promote team accountability.

Stakeholder Engagement

Serve as a primary contact for AI leads and key business partners regarding current and upcoming support needs. Collaborate with project managers and business owners to facilitate in-house automation initiatives and cross-functional support.

Resource Management

Manage relationships and workloads for multiple external support resources, ensuring delivery against SLAs and operational targets.

Support Model and Knowledge Management

Design and implement support models tailored to platform and business requirements. Organize and deliver technical and operational knowledge sessions for internal teams and, where required, external audiences.

ServiceNow and Service Metrics

Monitor and improve ServiceNow dashboards and SLA compliance, providing actionable reporting and insights to stakeholders. Lead escalation resolution efforts, set operational priorities, and communicate impacts to relevant parties.

Recruitment and Team Development

Participate in recruitment, onboarding, and extension of support resources, collaborating with HR and vendor partners.

Requirements

A minimum of 5 years experience in support operations, technical support leadership, or platform delivery roles in enterprise environments. Strong technical proficiency in cloud infrastructure preferably AWS along with experience in vendor solutions and operational tooling such as ServiceNow. Proven expertise in workload planning, incident management, and SLA governance within a digital or AI delivery context. Strong stakeholder management skills with a demonstrated ability to bridge business, technical, and vendor interests. Experience in team leadership, including line management of both direct and outsourced resources across geographies. A mindset focused on operational process improvement, including the design and refinement of support models and reporting. Excellent communication skills in English, both written and verbal. Experience working within global, cross-functional teams is highly valued.

Qualifications

A bachelors degree in Engineering, Computer Science, Information Systems, or a related discipline is required. Certifications in IT Service Management (ITIL), AWS, or related operational frameworks are advantageous. Experience supporting AI products, automation initiatives, or enterprise SaaS environments is preferred.

About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.

Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.

Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.