Job Description

Who we are looking for

We are looking for a GenAI Support Lead / Officer with 8+ years of experience in application or production support, with strong exposure to Generative AI (GenAI), Large Language Models (LLMs), and AI Agents. This role requires technical depth, operational ownership, and the ability to lead and guide support teams while ensuring stable, secure, and highquality AI services.

The role involves supporting enterprise GenAI platforms, managing incidents and escalations, validating LLM outputs, coordinating with engineering and product teams, and ensuring compliance with Responsible AI and governance standards.

You will work on Artificial Intelligence initiatives within a multidisciplinary team focused on emerging trends, cuttingedge technologies, and their application in financial services for our clients.

This role supports a hybrid work model, allowing you to balance work from home and office based on your needs and role requirements.

What you will be responsible for

As a GenAI Support Lead / Officer, you will:

Lead endtoend support operations for GenAI platforms, LLMbased applications, and AI agent workflows.
Provide L2/L3 support, act as the primary escalation point, and guide junior support engineers.
Analyze business and technical specifications related to AI solutions and integrations.
Solid understanding of LLMs, prompt behavior, AI agents, and AI workflows.
Monitor and validate LLM promptresponse behavior and safety issues.
Design and execute validation plans for LLMs and AI agents, including regression testing after model or prompt updates.
Manage incidents, problems, changes, and service requests using ServiceNow (SNOW).
Perform root cause analysis (RCA) for recurring AIrelated issues and drive preventive actions.
Coordinate closely with engineering, QA, product, and governance teams for fixes, deployments, and enhancements.
Exposure to tools such as Postman, Git, Jira, CI/CD pipelines, monitoring platforms.
Ensure SLA/SLO adherence and provide operational metrics and reports for GenAI services.
Maintain runbooks, SOPs, knowledge articles, and support documentation.
Support Responsible AI practices, including governance, safety checks, and compliance requirements.

What we value

These skills will help you succeed in this role:

Strong ability to understand business and customer needs and translate them into operational support and validation strategies.
Excellent analytical, technical, and problemsolving skills with strong attention to detail.
Proven ability to lead support teams, manage escalations, and drive operational excellence.
Ability to prioritize and manage multiple highimpact issues in production environments.
Strong communication skills to engage with technical and nontechnical stakeholders.

Required Technical & Functional Skills

Strong experience with ServiceNow (SNOW) - Incident, Problem, Change, and Knowledge Management.
Experience using Jira as an agile management and defect tracking tool.
Strong understanding of Large Language Models (LLMs), prompt engineering behavior, and AI agent workflows.
Experience validating LLM outputs for accuracy, relevance, safety, and consistency.
Exposure to LLM regression testing and postdeployment validation.
Familiarity with API testing tools such as Postman or SoapUI.
Experience analyzing logs, dashboards, and monitoring tools.
Exposure to CI/CDbased environments.

GoodtoHave / Preferred Skills

Experience with red teaming of LLMs to identify vulnerabilities and edge cases.
Knowledge of AI safety validation, ethical compliance, and bias detection.
Familiarity with LLM evaluation frameworks such as OpenAI Evals, Ragas, or custom benchmarking tools.
Basic scripting or automation knowledge (Python preferred).
Experience supporting financial services or regulated environments.

Education & Preferred Qualifications

The candidate must have 8+ years of experience in application support, production support, QA, or related roles.
Experience working in CI/CDbased projects.
Handson experience or strong exposure to GenAI, LLM Life Cycle, and AI Agents support is highly preferred.

Additional Requirements

Basic understanding of artificial intelligence and machine learning concepts.
Familiarity with AI governance, Responsible AI principles, bias detection, and safety validation will be a strong advantage.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you'll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

Discover more information on jobs at

Read our

GenAI Support Lead - Manager

GenAI Support Lead - Manager