AIOps Support Lead

BCE Global Technology Centre; Bengaluru; Hybrid; INR 1,200,000 - 2,000,000; Full time

Job summary

BCE Global Tech in Bengaluru seeks an experienced AIOps leader to manage a Tier 1 team of 14 engineers, driving triage quality and data stewardship across diverse monitoring tools. The role focuses on moving from reactive to proactive triage and coordinating onboarding for expanding application coverage.

You will partner with application teams, manage stakeholders, and report KPI outcomes, including MTTA, incident accuracy, and coverage growth, in a hybrid cloud environment.

Qualifications

• 7+ years in application/production support (L1/L1.5/L2) or site reliability.
• 2+ years directly managing a technical support team.
• Experience in hybrid on-premises and cloud environments.

Responsibilities

• Directly manage a team of 14 AIOps Support Engineers for alarms and alerts.
• Set and monitor triage standards to improve MTTA (mean-time-to-triage).
• Collaborate with application teams to standardize alarm data across tools.
• Drive proactive alert quality and early-warning signals.

Skills

Incident management

ITIL

Observability tooling

Dynatrace

New Relic

AWS CloudWatch

ManageEngine

Glass box

JSON/XML

Unix scripting

OpenShift

Kubernetes

Tools

Dynatrace

New Relic

ManageEngine

Glass box

Open Telemetry

Job description

At BCE Global Tech we are on a mission to modernize global connectivity, one connection at a time. We aim to build the highway to the future of communications, media and entertainment, determined to emerge as a powerhouse within the technology landscape in India team in Bengaluru.

We bring ambitions to life through design thinking that bridges the gaps between people, devices and beyond, fostering unprecedented customer satisfaction through technology.

Our core values support a customer-centric approach and the harnessing of cutting-edge technology to provide business outcomes with positive societal impact. Guided by innovation and a commitment to progress, were shaping a brighter future for the generations of today and tomorrow.

If you would like to be a part of a team of thought-leaders pioneering advancements in 5G, MEC, IoT and cloud-native architecture, wed love to hear from you.

What Youll Do

• Manage the Tier 1 team: directly manage a team of 14 AIOps Support Engineers performing manual triage of alarms and alerts across a diverse, 50-to-320-application portfolio including hiring, coaching, scheduling, and performance management.
• Own triage quality and speed: set and monitor standards for how quickly and accurately the team detects, classifies, and routes incidents, and drive continuous improvement in mean-time-to-triage.
• Drive data stewardship: partner with application teams to standardize alarm and alert data across heterogeneous log aggregation tools (Dynatrace, New Relic, ManageEngine, Glass box, and others) into a clean, consistent telemetry backbone built on Open Telemetry.
• Manage the reactive-to-proactive shift: reduce reliance on reactive, manual triage over time by improving alert quality, correlation, and early-warning signals laying the groundwork for future automated and Agentic triage.
• Navigate a diverse, moving application landscape: support applications spanning different technology stacks and different architecture dispositions (Invest, Tolerate, Retire, Migrate), reprioritizing team focus as the portfolio shifts.
• Coordinate onboarding of new apps: run a repeatable process for bringing new applications into Tier 1 coverage as the program scales from 50 to 320 applications, including support group and application owner mapping.
• Manage stakeholders: act as the primary point of contact for support groups, application owners, and AIOps program leadership on Tier 1 status, incidents, and data-quality issues.
• Manage shift/roster coverage: ensure the team of 14 provides consistent triage coverage across required hours as the application count grows.
• Report on outcomes: track and report team KPIs triage time, alert-to-incident accuracy, false-positive rates, coverage growth to program leadership.

What Were Looking For

• Experience: 7+ years in application/production support (L1/L1.5/L2) or site reliability, with 2+ years directly managing a technical support team.
• Hybrid environment expertise: proven experience supporting applications across both on-premises and cloud environments, with exposure to modern microservices architectures.
• Observability tooling: hands-on experience with monitoring and observability platforms such as Dynatrace, New Relic, AWS CloudWatch, ManageEngine, or Glass box; working knowledge of Open Telemetry and distributed tracing concepts.
• ITIL discipline: strong grounding in incident, problem, and change management practices, with ServiceNow or Jira ticket management experience.
• Technical range: comfortable with Linux and Windows troubleshooting, basic networking (TCP/IP, DNS, HTTP/HTTPS, SSL, load balancers), SQL/database query analysis, and API/integration troubleshooting.
• People management: demonstrated ability to hire, coach, and retain a team of 10+ technical support staff through a period of significant scale-up (5x application coverage growth).
• Analytical mindset: able to turn noisy, inconsistent alert data into clear, actionable insight, and to build repeatable frameworks rather than one-off fixes.
• Comfort with ambiguity: willing to support a moving target a portfolio spanning Invest, Tolerate, Retire, and Migrate applications and to adapt priorities as the program evolves.

Must-Have Skills

• Incident Management Lifecycle, and working knowledge of Problem, Change Request, and Service Request concepts (ITIL)
• CMDB concepts and their use in incident and asset traceability
• Hands-on experience with log aggregation technologies (Dynatrace, New Relic, ManageEngine, Glass box, or similar)
• Working knowledge of JSON and XML, and basic file/task automation
• Understanding of IT infrastructure and basic networking: VMs, firewalls, load balancers, containers, OpenShift (OCP), Kubernetes
• Unix Shell scripting; Windows batch file creation

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.