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AI Operations Incident Commander (Offshore)-Senior Associate-AI Managed Services - operate

May 2, 2026

Industry/SectorNot ApplicableSpecialismManaged ServicesManagement LevelSenior AssociateJob Description & SummaryAt 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.Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:<ul><li>Respond effectively to the diverse perspectives, needs, and feelings of others.</li><li>Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.</li><li>Use critical thinking to break down complex concepts.</li><li>Understand the broader objectives of your project or role and how your work fits into the overall strategy.</li><li>Develop a deeper understanding of the business context and how it is changing.</li><li>Use reflection to develop self awareness, enhance strengths and address development areas.</li><li>Interpret data to inform insights and recommendations.</li><li>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.</li></ul>AI Operations Incident Commander (Offshore)Major Incident Management | Technical Coordination | Shift Leadership | Handoff DisciplinePurpose: Provide offshore incident command, lead live technical coordination during offshore hours, and maintain seamless incident continuity with the onshore lead.<div></div>RoleAI Operations Incident Commander (Offshore)LevelExperienced / SeniorTowerAI Operations & Platform Support (AI Managed Services)Experience6+ years in production operations, incident management, technical support leadership, or live service operationsWork LocationIndia (Remote)Key PlatformsAI support operations across AWS / Bedrock, OpenAI, platform and application support teams, ITSM workflows, and major-incident bridges<div></div>Role profileHands-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 focusLive incident command, technical triage coordination, severity assessment, responder mobilization, handoff quality, ticket discipline, and restoration tracking.Best fitSomeone who is calm, structured, operationally strong, and able to direct engineers and support teams while still staying close to the technical detail.<div></div>Role SummaryAs 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 Responsibilities1. 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 ExperienceSkill areaPreferred backgroundMajor incident leadershipExperience coordinating high-severity production incidents, including bridge management, severity assessment, action tracking, and restoration management.Technical support depthEnough technical depth to follow cloud, application, integration, and observability signals and challenge incomplete or weak technical updates.Service operations and ITILExperience working within ITIL-aligned incident, problem, change, and service-request processes with strong ticket hygiene.Communication and handoffsExcellent written and verbal communication skills with the ability to provide concise bridge updates and high-quality handoffs across shifts.Problem solving under ambiguityAbility to make sound decisions with incomplete information, prioritize quickly, and keep progress moving.Ownership and teamworkStrong sense of ownership, comfort operating in ambiguity, and willingness to engage stakeholders proactively to unblock work.<div></div>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.<div></div>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.<div></div>Team ContextYou 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.Travel Requirements0%Job Posting End Date

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...