AI Operations Incident Commander (Offshore)-Senior Associate-AI Managed Services - Consult

Job description

Industry/Sector Not Applicable Specialism Managed Services Management Level Senior Associate Job Description & Summary The Opportunity Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day. As an AI Operations Incident Commander, you will play a pivotal role in managing and strategizing within our Managed Services. This position is client-facing, where you will be responsible for overseeing the resolution of complex incidents, confirming seamless operations, and maintaining client satisfaction. As a Senior Associate, you will leverage your problem-solving skills and critical thinking to build meaningful client connections and guide junior team members. You will be expected to navigate complex situations, anticipate client needs, and uphold professional standards. In this role at PwC Acceleration Center India, you will be part of our Technology Consulting network, specifically within our Data, Analytics & AI Managed Services practice. You will have the opportunity to develop your personal brand and technical skills while contributing to the delivery of impactful AI-driven solutions. This position offers a dynamic environment where you can grow by managing others, building relationships, and embracing the challenges of an ever-evolving business landscape. Responsibilities - Leading incident management and resolution processes for AI operations to maintain service continuity - Developing and implementing automation frameworks to enhance operational efficiency and reduce manual intervention - Collaborating with cross-functional teams to design and execute business process automation solutions - Analyzing operational performance data to identify areas for process improvement and optimization - Managing stakeholder engagement to align service delivery with client expectations and requirements - Overseeing the planning and execution of deliverables to validate timely project completion - Utilizing analytical thinking to troubleshoot performance issues and develop effective solutions - Coordinating service level management activities to maintain operational excellence and meet service agreements - Supporting business transformation initiatives through strategic planning and execution of AI managed services - Engaging in continuous process improvement to drive operational performance and innovation What You Must Have - Major incident coordination; technical triage; ITIL operations; incident communications; handoff discipline; ticket hygiene; stakeholder engagement. - (Incident Manager) and has experience in ServiceNow/Jira - At least a Bachelor's degree - At least 4.5 years of experience - Oral and written proficiency in English required What Sets You Apart - Demonstrating proficiency in Automation Framework Design and Development - Excelling in Business Process Automation (BPA) and Improvement - Utilizing Operational Performance Management (OPM) strategies effectively - Implementing Workflow Automation for enhanced service delivery - Engaging in Service Level Management to optimize client support - Applying analytical thinking to troubleshoot performance issues - Leading continuous process improvement initiatives in managed services Travel Requirements 0% Job Posting End Date August 26, 2026