Agentic AI Engineer, Vice president

Overview   Production Support   Lead   to own   end ‑ to ‑ end   support for a new agentic AI   platform   that integrates with multiple upstream systems (email ingestion, market data, alerting, internal applications) and writes to downstream systems across Front Office, Middle Office, and Back Office. The platform is fully hosted on AWS, with connectivity to   on ‑ prem   identity, vault, and enterprise systems.   The Lead will face business users   of the platform , run a global   follow ‑ the ‑ sun   support model, and manage both internal staff and an external   managed ‑ services   vendor providing operational   manpower   and   user ‑ facing   support coverage.

Global Support Ownership   Establish and run a   follow ‑ the ‑ sun   support model across India, US, UK, and Europe.   Serve as the primary escalation point for all production issues; escalate to engineering only when   required .   Build internal support capability while managing   vendor ‑ provided   offshore/onshore teams for seamless 24×7 coverage.   Vendor Management ( Managed ‑ Services   Partner)   Act as the operational owner for the   managed ‑ services   vendor, ensuring SLA adherence, staffing adequacy, and quality of service.   Conduct daily/weekly governance with vendor   leads:   issue reviews, performance tracking, and continuous improvement.   Ensure vendor analysts follow runbooks, SOPs, and escalation protocols precisely.   Drive alignment between vendor teams and internal engineering/support groups on incident handling, communication standards, and release readiness.   Evaluate vendor performance,   identify   gaps, and implement corrective actions or capability enhancements.   Business & Stakeholder Management   Serve as the face of production support for Department A business users.   Manage relationships with upstream/downstream system owners across Front, Middle, and Back Office.   Lead communication during incidents, releases, and major changes, ensuring clarity and timeliness.   Technical Leadership   Lead incident management,   root ‑ cause   analysis, capacity planning, and performance tuning for   low ‑ latency ,   high ‑ throughput   workflows.   Partner with DevOps and SRE teams to d rive automation and intelligent tooling to reduce manual support load and improve MTTR.   Engineering Partnership & Feedback Loop   Partner closely with   in ‑ house   SRE, DevOps, Infrastructure, and execution pods to provide structured feedback from production issues.   Recommend fixes, design improvements, and automation opportunities to reduce recurring incidents and ease support pressure.   Ensure production learnings are fed into backlog grooming, release planning, and architectural discussions.   Influence engineering roadmaps by highlighting operational bottlenecks, scaling needs, and reliability gaps.   Operational Excellence   Engage with   release and change management processes across global environments.   Ensure compliance with enterprise risk, audit, and business continuity requirements.   Maintain runbooks, SOPs, knowledge repositories, and operational readiness for new features.     Required Experience & Skills   15+ years in application/production support, including L1–L3 ownership.   Proven leadership in global support operations and   vendor ‑ managed   delivery models.   Strong experience managing external partners providing   follow ‑ the ‑ sun   support and   user ‑ facing   services.   Hands ‑ on   background with AWS, Linux/Windows, databases (MongoDB, Oracle, Sybase), and scripting (Shell/Python).   Familiarity with enterprise schedulers (Autosys,   Control ‑ M ), ITSM tools (ServiceNow, JIRA), and monitoring platforms.   Demonstrated ability to work with SRE/DevOps/Infra teams to drive reliability improvements.   Excellent communication and   stakeholder ‑