AI Operations Incident Commander (Offshore)-Senior Associate-AI Managed Services – operate Full Time NEW

At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services.

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness, enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm’s code of conduct, and independence requirements.

AI Operations Incident Commander (Offshore)

Major Incident Management | Technical Coordination | Shift Leadership | Handoff Discipline

Purpose: Provide offshore incident command, lead live technical coordination during offshore hours, and maintain seamless incident continuity with the onshore lead.

Role

AI Operations Incident Commander (Offshore)

Level

Experienced / Senior

Tower

AI Operations & Platform Support (AI Managed Services)

Experience

6+ years in production operations, incident management, technical support leadership, or live service operations

Work Location

India (Remote)

Key Platforms

AI support operations across AWS / Bedrock, OpenAI, platform and application support teams, ITSM workflows, and major-incident bridges

Role profile

Hands-on incident leader who can run the bridge, coordinate technical triage, maintain clean evidence trails, and keep incidents moving during offshore hours without waiting for others to create structure.

Primary Focus

Live incident command, technical triage coordination, severity assessment, responder mobilization, handoff quality, ticket discipline, and restoration tracking.

Best fit

Someone who is calm, structured, operationally strong, and able to direct engineers and support teams while still staying close to the technical detail.

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 client’s 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

• 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.
• 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.
• 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.
• 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

Skill area

Preferred Background

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 PwC’s 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.