Enterprise AI & Technical Support Operations Lead

Company Description

Founded in 1999, Surya Technologies is a trusted provider of Managed IT Services, Cloud Infrastructure, and Security Operations serving customers across APAC, EMEA, LATAM, and North America. With offices in Cary, NC and Bangalore, India, we specialize in enterprise support operations, hybrid cloud solutions, Microsoft technologies, managed security services, and operational excellence. Surya Technologies fosters a high-ownership, innovation-driven culture focused on delivering reliable, scalable, and modern IT solutions for global customers.

Role Description

This is a full-time, on-site role located in Bengaluru for the position of Enterprise AI & Technical Support Operations Lead.

We are looking for a highly operational, hands-on professional with strong Managed Services (MSP) experience to lead real-time support operations while driving AI-powered workflow automation initiatives. This role is responsible for managing live support execution, handling escalations, ensuring SLA adherence, improving operational discipline, and building intelligent automation workflows using Microsoft Copilot Studio and related AI technologies.

The ideal candidate will act as the operational owner during live incidents and support activities, ensuring tickets are managed proactively, communication remains consistent, and support teams operate with accountability and clarity. This role is heavily execution-focused and requires someone comfortable working directly within support queues, incidents, escalations, and automation systems.

Responsibilities include leading incident management processes, improving operational workflows, deploying AI-assisted support automation, mentoring engineers on troubleshooting and ownership practices, maintaining knowledge systems, and continuously identifying opportunities to reduce repetitive operational work through intelligent automation.

Qualifications

• 8–12+ years of experience in Managed Services / MSP support environments

• Strong experience in enterprise IT support operations, incident management, escalation handling, and SLA-driven environments

• Hands-on expertise supporting Microsoft 365 technologies including Exchange Online, Teams, SharePoint, and OneDrive

• Strong knowledge of Intune, Endpoint Management, Windows and macOS environments, Azure fundamentals, VPN, and Zero Trust concepts

• Experience working with ServiceNow or similar ITSM platforms

• Strong understanding of operational workflows, ticket management, root cause analysis, and support governance

• Exposure to Microsoft Copilot Studio, Power Automate, AI workflow automation, or related low-code/no-code platforms preferred

• Exposure to Python scripting or automation-driven problem solving is an added advantage

• Ability to translate operational processes and support workflows into AI-assisted or automated systems

• Strong critical-thinking, troubleshooting, and decision-making skills

• Excellent written and verbal communication skills

• Engineering / Computer Science degree preferred

• Strong ownership mindset with a hands-on operational approach

• Candidates should be comfortable operating during live incidents and high-pressure escalation scenarios

Preferred Candidate Profile

• Strong Managed Services / MSP background is mandatory

• Platform-agnostic mindset with strong adaptability across technologies

• AI-centric operational thinking with focus on automation and intelligent support workflows

• Execution-focused individual with strong operational accountability

• Candidates looking for purely managerial roles may not be suitable for this position