Lead Operations Engineer [T500-30164]

Talent500; Hyderabad; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Zurich Digital International Private Ltd. (via Talent500) is hiring a Lead Operations Engineer to own the non-industrialized operations and drive AI-assisted automation for L1/L2. The role focuses on rapid resolution, AI-enabled triage, and documentation updates across Splunk, Datadog, and Grafana environments.

The position is based in Hyderabad, India, and requires coordinating shift coverage while coaching L1 teammates to grow with automated workflows and improved runbooks.

Qualifications

• Must have experience in L1/L2 operations and incident management.
• Experience with AI-assisted operational workflows and runbooks.
• Familiarity with monitoring and observability tools.

Responsibilities

• Act as the primary escalation point for complex issues beyond L1's scope.
• Own operational tasks and incidents not yet industrialized.
• Leverage AI-assisted triage tools and GenAI runbooks to accelerate resolution.
• Identify automation opportunities and design AI-enabled workflows.
• Maintain and evolve L1/L2 runbooks and documentation.
• Coordinate priorities and mentor L1 team in AI literacy and tooling.

Skills

AI literacy

Team coordination

Problem solving

Incident management

Compliance and risk management

Tools

Splunk

Datadog

Dynatrace

Grafana

Python

Bash/PowerShell

Ansible

Terraform

Job description

Talent500 is hiring for one of its clients.

Who are we:

Core Insurance Platforms (CIP) is Zurich’s global capability responsible for building, running, and evolving core insurance technology. We set a unified, scalable operating model—covering governance, standards, architecture, service delivery, and reuse—so our business units can deliver at speed and scale.

CIP is the strategic steward of Zurich’s Guidewire ecosystem, aligning platform roadmaps to business strategy while driving stability, modernization, reduced supplier dependency, and long term cost efficiency.

India delivery center is one of our global delivery and capability hub. We bring together experts in AI, engineering, analysis, quality, and architecture to deliver product & process solutions, application run services, change and transformation initiatives, and centralized platform services across both on prem and Guidewire Cloud environments. Our teams operate from multiple global delivery centers, supporting Zurich’s business units worldwide.

Lead Operations Engineer:

We are seeking a Senior AIEP Operations Engineer who owns what isn't yet industrialized — someone who handles the complex, the unknown, and the not-yet-automated, and whose mission is to make sure today's escalation becomes tomorrow's L1 self-service workflow.

This is the L2 layer of the AIEP Operations unit. You are the first point of escalation when L1 hits a wall, the operational expert who handles what hasn't been industrialized yet, and the engineer who actively reshapes L1 — turning every recurring issue into an AI-assisted, automated, digestible workflow that L1 (or even users themselves) can handle going forward.

You won't just resolve incidents. You will engineer L1 out of existence, one workflow at a time — partnering with the Expert AIEP Operations Engineer to identify automation opportunities, championing AI tools at the operational frontline, and coaching L1 teammates so they grow with the workflows you industrialize.

Key Responsibilities:

L2 Operations & Escalations:

• Act as the primary escalation point for complex, high-priority, or non-standard issues that exceed L1's industrialized scope, providing rapid resolution and clear handover back when stabilized.
• Handle operational tasks and incidents that are not yet ready for industrialization — owning them end-to-end while documenting patterns for future automation.
• Leverage AI-assisted triage tools, AIOps correlation, and GenAI-powered runbooks to accelerate resolution and improve diagnostic accuracy.
• Continuously identify candidates for industrialization — operational workflows, recurring issues, and manual tasks that can be turned into AI-assisted, digestible L1 routines.
• Partner with the Expert AIEP Operations Engineer to design, prototype, and roll out automation and AI workflows that reduce L1 toil and expand what L1 can handle independently.
• Maintain and continuously evolve L1 operational documentation, runbooks, and AI-powered workflow guides — leveraging Generative AI to keep them up to date, clear, and actionable.

Team Coordination & Enablement:

• Coordinate operational priorities, workload distribution, and shift coverage across the L1 and L2 layers, ensuring smooth flow of work and clear escalation paths.
• Mentor L1 team members in AI literacy and operational best practices, coaching them on the effective use of AI co-pilots, prompt engineering, and intelligent triage tools.
• Support onboarding and enablement of new services into AIEP Operations, ensuring they are "AI-ready" and compatible with current technologies such as Splunk, Datadog, Dynatrace, and Grafana.

Reporting, Reliability & Continuous Improvement:

• Monitor and report on operational KPIs using AI-driven analytics dashboards and established reporting tools, with a particular focus on the L1 industrialization rate and toil reduction.
• Participate in incident review, root cause analysis, and improvement projects, ensuring L2 insights consistently feed back into L1 evolution.
• Drive continuous improvement initiatives within L1 and L2 operations, leveraging automation and AI to optimize processes and reduce manual effort.
• Ensure L2 operations comply with internal and external regulations, including audit and reporting requirements.

Skills / Experience:

Must Have Skills:

• Monitoring tools literacy (Splunk, Datadog, Dynatrace, Grafana)
• Experience with L1/L2 operations, incident management, and ticket triage
• AI/ML ticket routing, triage tools, and AI-assisted operational workflows
• Incident management and operational reporting
• Team coordination and enablement
• Strong problem-solving and analytical skills
• Experience with compliance and risk management

Preferred Skills:

• Experience with automation tools and platforms (e.g., Python, Bash, PowerShell, Ansible, Terraform)
• AI/ML and Generative AI usage in operational contexts
• Documentation and workflow automation
• Operational leadership and excellence
• AI advocacy, change management, and adoption mindset
• Process improvement and industrialization mindset
• Team mentoring and enablement
• Problem solving and escalation management
• Stakeholder engagement and communication
• Strong documentation and governance skills

Expected Outcomes (6/12 months):

• Successful deployment and high team adoption rate of AI-powered triage, routing, and runbook tools across L1 and L2.
• Measurable reduction in L1 manual toil through industrialization of L2 workflows into AI-assisted L1 routines.
• Improved operational KPIs and reporting accuracy driven by AI-powered analytics and predictive insights.
• Enhanced service enablement and onboarding, with all new services entering AIEP Operations as "AI-ready".
• At least one significant L2 workflow successfully industrialized into an AI-assisted L1 routine.
• Expansion of L1 self-service capabilities across AI Engineering and Platforms.

Candidate Data Privacy Notice:

• Applicability of This Notice: This job posting relates to opportunities with Zurich Digital International Private Ltd. (“Zurich”) and is published with the support of ANSR Inc., (“ANSR”) an authorised recruitment service provider engaged by Zurich for its hiring activities.
• Participation in the Recruitment Process: When you apply for this role, personal data provided as part of your application (such as your name, email address, contact details, address, financial information, background information, medical history, and details of previous employers/employment) is collected for the purposes of recruitment and selection and may be reviewed by Zurich, and transferred/disclosed to Zurich’s affiliates, subsidiaries, and related entities and ANSR ("Transferees") , solely for recruitment and selection purposes (in accordance with their respective privacy policies).
• The Transferees maintain at least the same level of protection for your data as maintained by Zurich, and do not further transfer/disclose/share or publish your data.
• For information on how your personal data is processed by ANSR, including your rights and how to contact the relevant data protection office.

You understand and acknowledge:

• You have the option not to provide your data (in which case we may not be able to process your application);
• You have the option to review, correct/amend your data;
• You have the option to withdraw your consent from processing your data;
• Your data is retained until the purpose for its collection is served; and
• Zurich uses reasonable security measures to help protect against the unauthorized access, loss, misuse and alteration of the personal information under our control. However, no method of transmission over the internet, or method of electronic storage, is completely secure.