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About the Role
The AI Solutions Support Lead is responsible for the ongoing support, maintenance, monitoring, and enhancement of AI solutions deployed into production. This role ensures production AI solutions remain stable, performant, compliant, and aligned to evolving business needs, acting as a central coordination point between various technology and business teams.
Responsibilities
- Assume operational ownership of AI solutions following successful deployment and handover from delivery teams.
- Establish and maintain support processes, documentation, runbooks, monitoring dashboards, escalation paths, defect management, and operational procedures.
- Ensure clear ownership, accountability, and service management practices are in place for all production AI solutions.
- Maintain an accurate inventory of supported solutions, dependencies, business owners, and support requirements.
- Coordinate investigation and resolution of production issues affecting AI solutions.
- Manage defect remediation activities and oversee the delivery of code fixes through internal and partner engineering teams.
- Act as the primary point of coordination during major incidents impacting AI services.
- Ensure issues are identified, triaged, prioritised, communicated, and resolved effectively.
- Support post-incident reviews and implementation of preventative actions.
- Own monitoring frameworks to assess solution performance, reliability, usage, accuracy, cost, and value realization.
- Monitor AI outputs for signs of performance degradation, model drift, bias, fairness concerns, or changing business effectiveness.
- Ensure solutions continue to meet business objectives, operational requirements, and governance standards.
- Identify optimisation opportunities and drive continuous improvement activities.
- Own and manage enhancement backlogs for production AI solutions.
- Coordinate development and deployment of approved enhancements.
- Ensure solutions evolve in line with changing business processes, regulatory expectations, and technology capabilities.
- Support release planning and production deployments.
- Work closely with the broader Data Science & AI Delivery team to ensure effective transition of solutions into support.
- Partner with Data Engineering teams to maintain data pipelines, integrations, and platform dependencies.
- Collaborate with BTS teams to align with enterprise support processes, infrastructure standards, change management, and operational controls.
- Coordinate activities across internal and external delivery teams to ensure service excellence.
- Ensure AI solutions operate in accordance with AXIS AI governance policies and standards.
- Support periodic reviews of AI solutions to confirm continued appropriateness, effectiveness, transparency, and risk management.
- Maintain appropriate operational documentation, support evidence, and audit artefacts.
- Contribute to governance forums, operational reviews, and risk assessments where required.
Requirements
- Significant experience supporting, operating, or maintaining production AI, machine learning, analytics, or data-driven solutions.
- Strong understanding of AI solution lifecycles, including deployment, monitoring, maintenance, and enhancement.
- Experience leading technical teams and coordinating third-party delivery partners.
- Strong incident management and problem-solving capabilities.
- Experience managing application support, service management, or operational delivery functions.
- Strong understanding of data platforms, APIs, cloud environments, and software delivery practices.
- Experience working with Agile delivery methodologies and DevOps practices.
- Excellent stakeholder management and communication skills.
- Ability to prioritise effectively and manage multiple initiatives simultaneously.
- Strong organisational and leadership capabilities.
- Experience supporting Generative AI, machine learning, large language model (LLM), or agentic AI solutions (Desirable).
- Experience with Azure AI, Databricks, Microsoft Copilot Studio, Azure OpenAI, Foundry, or similar AI technologies (Desirable).
- Understanding of Responsible AI principles, model monitoring, bias management, and AI governance requirements (Desirable).
- Experience within insurance, financial services, or other highly regulated industries (Desirable).
- Familiarity with ITIL, Service Management, or Site Reliability Engineering practices (Desirable).
Skills
- AI
- Machine Learning
- Analytics
- Data-driven solutions
- Incident Management
- Problem-solving
- Application Support
- Service Management
- Operational Delivery
- Data Platforms
- APIs
- Cloud Environments
- Software Delivery
- Agile
- DevOps
- Stakeholder Management
- Communication
- Organisational
- Leadership
- Generative AI
- Large Language Models (LLM)
- Agentic AI
- Azure AI
- Databricks
- Microsoft Copilot Studio
- Azure OpenAI
- Foundry
- Responsible AI
- Model Monitoring
- Bias Management
- AI Governance
- ITIL
- Site Reliability Engineering
Location
- New York, NY
- Halifax, Nova Scotia
Work Type
- Hybrid
- Occasional out-of-hours work
Experience Level
- Significant experience supporting, operating, or maintaining production AI, machine learning, analytics, or data-driven solutions
- Experience leading technical teams
- Experience managing application support, service management, or operational delivery functions
Salary/Compensations
- $175,000 - $200,000 USD (New York, NY)
- $110,000 - $130,000 CAD (Halifax, Nova Scotia)
Benefits
- Competitive target incentive compensation
- Medical plans for you and your family
- Health and wellness programs
- Retirement plans
- Tuition reimbursement
- Paid vacation
About the Company
- AXIS Capital is a trusted global provider of specialty lines insurance and reinsurance.
- We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders.
- We proudly maintain an entrepreneurial, disciplined and ethical corporate culture.
- As a member of AXIS, you join a team that is among the best in the industry.
- At AXIS, we believe that we are only as strong as our people.
- We strive to create an inclusive and welcoming culture where employees of all backgrounds and from all walks of life feel comfortable and empowered to be themselves.
- This means that we bring our whole selves to work.
Equal Opportunity
- All qualified applicants will receive consideration for employment without regard to any protected characteristic, including age, color, disability, ethnicity, gender identity, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, veteran status, or any basis prohibited by the laws that govern its operations.