What are the responsibilities and job description for the Lead Operations Support Consultant position at TechWish?
We are seeking a Lead Operations Support Consultant for Enterprise Platforms(ServiceNow, Microsoft Copilot, GenAI-enabled solutions and IAM) for a contract role in Bethesda, MD(Hybrid)
Role Summary: Lead operations and support for enterprise platforms and services across ServiceNow, Microsoft Copilot, AI/GenAI-enabled solutions, other LLM-based workplace tools, and Identity & Access Management (IAM). This role is responsible for ensuring operational stability, service excellence, incident and problem management, user support, governance compliance, and continuous improvement in a global 24x7 environment.
Key Responsibilities
- Provide operational leadership and day-to-day support for ServiceNow, Microsoft Copilot, AI platforms, LLM-enabled tools, and IAM services.
- Ensure 24x7 service continuity, platform availability, performance monitoring, and SLA adherence across supported services.
- Manage incidents, service requests, problem management, root cause analysis, and escalations to minimize business disruption.
- Support AI/GenAI operations, including user onboarding, access enablement, issue triage, usage monitoring, knowledge support, and coordination with engineering, security, and vendor teams.
- Collaborate with business, technology, cyber, risk, and vendor teams to resolve operational issues and improve service outcomes.
- Drive operational excellence through automation, process standardization, KPI reporting, service reviews, and continuous improvement initiatives.
- Monitor platform health, capacity, adoption trends, and operational risks; implement corrective and preventive actions.
- Maintain operational runbooks, SOPs, dashboards, governance reports, audit evidence, and support documentation.
- Support AI adoption and responsible AI operations by ensuring compliance with security, privacy, access, and governance standards.
- Identify opportunities to improve user experience, reduce ticket volumes, and enhance platform reliability through self-service and automation.
- Contribute to release readiness, change management, and production support for new AI and enterprise platform capabilities.
Preferred Skills
- ITIL knowledge and/or certification.
- Experience with Azure, Microsoft 365, ServiceNow, PowerBI, Splunk, or similar IAM platforms.
- Exposure to AI operations / LLM Ops / platform governance in an enterprise setting.
- Experience with automation, workflow optimization, reporting, dashboards, and operational governance.
- Familiarity with Copilot Studio, Azure OpenAI, enterprise AI support models, or similar AI ecosystems.
Regards,
Nagendra Karn