Lead Operations Support Consultant

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