Role Summary
As the AI Operations Incident Commander (Offshore), you will lead live incident coordination during offshore hours and provide structured command for production issues impacting the clients AI support environment. We need someone who can rapidly size the situation, confirm severity, engage the right teams, keep the bridge disciplined, and maintain an accurate view of what is happening technically. This role sits close to the work: you should be comfortable coordinating engineers, reviewing evidence, challenging weak updates, and preparing clean handoffs to the onshore lead and client stakeholders when needed.
Key Responsibilities
1. Live incident command and technical coordination
- Lead Severity 1, Severity 2, and priority production incidents during offshore coverage, including bridge setup, severity confirmation, responder coordination, action tracking, and restoration cadence.
- Drive structured technical triage across SRE, platform, integration, application, service desk, security, and vendor teams so incidents continue moving and do not stall in ambiguity.
- Maintain a current command view of symptoms, likely causes, actions in progress, risks, dependencies, and next decisions required.
2. Handoffs, escalation, and operational discipline
- Prepare concise, high-quality handoffs to the onshore lead with clear incident status, unresolved risks, owners, timestamps, and recommended next actions.
- Escalate early when severity, business impact, stakeholder sensitivity, or technical uncertainty requires broader engagement or onshore leadership attention.
- Ensure ticket hygiene, bridge notes, timelines, and action logs are complete enough to support RCA, reporting, and clean follow-through.
3. Change risk, problem management, and improvement support
- Support operational readiness for risky changes, releases, and maintenance activities by asking the right questions about rollback, validation, monitoring, and support readiness.
- Contribute incident evidence and technical observations into post-incident reviews and corrective-action planning.
- Identify repeat failure patterns, weak runbooks, and support-process gaps, then push improvements back into the service.
4. Stakeholder engagement and team ways of working
- Work closely with the onshore incident lead, offshore engineers, resolver groups, vendors, and service leadership to keep decision-making and recovery aligned.
- Engage stakeholders proactively to unblock work rather than waiting for direction when an incident is already live.
- Create structure in fast-moving situations and help less experienced responders operate with clarity and confidence.
Preferred Skills and Experience
Major incident leadership
Experience coordinating high-severity production incidents, including bridge management, severity assessment, action tracking, and restoration management.
Technical support depth
Enough technical depth to follow cloud, application, integration, and observability signals and challenge incomplete or weak technical updates.
Service operations and ITIL
Experience working within ITIL-aligned incident, problem, change, and service-request processes with strong ticket hygiene.
Communication and handoffs
Excellent written and verbal communication skills with the ability to provide concise bridge updates and high-quality handoffs across shifts.
Problem solving under ambiguity
Ability to make sound decisions with incomplete information, prioritize quickly, and keep progress moving.
Ownership and teamwork
Strong sense of ownership, comfort operating in ambiguity, and willingness to engage stakeholders proactively to unblock work.
Nice to Have
- Experience in cloud platform support, AI platform support, complex enterprise application support, or NOC / command-center style operations.
- Experience coordinating high-priority incidents in an ITIL-aligned environment with strong documentation discipline.
- Familiarity with ServiceNow, bridge tooling, service reporting, shift handoffs, and working in a managed-services model.
- Comfort working across offshore and onshore support teams with shared ownership and tight communication loops.
Working Style & Core Behaviors
- Stays calm and methodical when incidents are noisy, urgent, or under-defined.
- Knows how to separate signal from noise and keep the bridge focused on the next best action.
- Works well with engineers, service desk teams, vendors, and leadership without waiting for perfect direction.
- Pushes for clarity, evidence, and ownership while still being collaborative and pragmatic.
- Treats clean handoffs and documentation as part of the job, not admin work.
What Good Looks Like
- Can take control of a live incident quickly and make it obvious what the team is doing and why.
- Keeps technical responders focused, escalates at the right time, and does not let issues drift.
- Hands off incidents cleanly to onshore leadership without losing context or forcing rework.
- Turns repeated failure patterns into better runbooks, monitoring, and support discipline.
Team Context
You will join PwCs AI Operations & Platform Support team supporting clients run-state AI environment. The operating model is centered on Level 2 and Level 3 support, monitoring, incident response, service requests, minor enhancements, and continuous improvement across AWS/Bedrock, OpenAI, and related platform components.
This role will work in a managed-services model focused on incident management, service requests, monitoring, minor enhancements, knowledge management, and continuous improvement. Success depends not only on technical skill, but also on ownership, collaboration, and the ability to engage stakeholders to progress work.