Job Description

Own and govern the end-to-end support operating model for AI and enterprise technology solutions, ensuring stable operations post-handover through clearly defined SLAs, disciplined support processes, and professional client communication

Key Responsibilities

1. Support Governance & SLA Ownership

  • Define, finalize, and enforce Support SLAs covering:
    • Coverage windows
    • Response and resolution times
    • Escalation levels and responsibilities
  • Ensure SLAs are aligned with contracts, CoCs, and client expectations, not assumed verbally.
  • Act as the single owner of support accountability, eliminating ambiguity between PMs, technical teams, and clients.

2. ITIL-Aligned Support Operations

  • Establish and manage ITIL-based support workflows, including:
    • Incident management
    • Service request handling<...

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