AI Solutions Support Lead

axiscapital; New York (NY); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Health insurance

Flexible work arrangement

Career development

Job summary

AXIS Capital in New York, NY, seeks an AI Solutions Support Lead to own production AI solutions, coordinate incident response, monitor performance, and drive continuous improvement across technology and data teams.

You will lead a team of AI engineers through partners, manage runbooks and release evidence, and ensure governance, security, and value realization across production deployments.

Qualifications

• Experience leading AI production support teams.
• Ability to manage incidents and post-incident reviews.
• Strong collaboration with data, governance, and business stakeholders.

Responsibilities

• Own production AI solutions from handover to support.
• Coordinate investigations and remediation of production issues.
• Monitor performance, bias, drift, and cost.
• Drive backlog and release planning for production AI solutions.
• Collaborate with Data Engineering and Data Science teams.

Skills

AI leadership

Incident management

Stakeholder management

Production monitoring

Team coordination

Governance

Tools

Python

ML Ops tools

Jira

Job description

This is your opportunity to join AXIS Capital - a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an entrepreneurial, disciplined and ethical corporate culture. As a member of AXIS, you join a team that is among the best in the industry.

At AXIS, we believe that we are only as strong as our people. We strive to create an inclusive and welcoming culture where employees of all backgrounds and from all walks of life feel comfortable and empowered to be themselves. This means that we bring our whole selves to work.

All qualified applicants will receive consideration for employment without regard to any protected characteristic, including age, color, disability, ethnicity, gender identity, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, veteran status, or any basis prohibited by the laws that govern its operations.

How does this role contribute to our collective success?

AI solutions are becoming increasingly important to AXIS' ability to drive efficiency, improve decision making, and enhance customer and employee experiences. As AI capabilities mature and move into production, maintaining their effectiveness, reliability, fairness, and business value becomes critical.

The AI Solutions Support Lead is responsible for the ongoing support, maintenance, monitoring, and enhancement of AI solutions that have been deployed into production. Once an AI solution has been delivered and transitioned from the Data Science & AI Delivery team, ownership of day-to-day operational support and continuous improvement will transfer to this role.

Leading a team of AI engineers provided through our strategic delivery partners, the AI Solutions Support Lead will ensure production AI solutions remain stable, performant, compliant, and aligned to evolving business needs. This role acts as the central coordination point between AI engineering, Data Science & AI Delivery, Data Engineering, BTS, business stakeholders, and governance teams to ensure AI solutions continue to deliver measurable value throughout their lifecycle.

The role combines technical leadership, operational excellence, stakeholder management, and people leadership, requiring an individual who is equally comfortable discussing model performance, coordinating incident response activities, managing enhancement roadmaps, and engaging senior business stakeholders.

What will you do in this role?

Own Production AI Solutions

Assume operational ownership of AI solutions following successful deployment and handover from delivery teams. Establish and maintain support processes, documentation, runbooks, monitoring dashboards, escalation paths, defect management and operational procedures. once a solution has met agreed production acceptance criteria, including runbooks(those will need to be created and handed over to support team), monitoring dashboards, support ownership, escalation paths, defect management, and release evidence. Ensure clear ownership, accountability, and service management practices are in place for all production AI solutions. Maintain an accurate inventory of supported solutions, dependencies, business owners, and support requirements.

Lead AI Support & Incident Management

Coordinate investigation and resolution of production issues affecting AI solutions. Manage defect remediation activities and oversee the delivery of code fixes through internal and partner engineering teams. Act as the primary point of coordination during major incidents impacting AI services. Ensure issues are identified, triaged, prioritised, communicated, and resolved effectively. Support post-incident reviews and implementation of preventative actions.

Monitor Solution Performance & Effectiveness

Own monitoring frameworks to assess solution performance, reliability, usage, accuracy, cost, and value realization. Monitor AI outputs for signs of performance degradation, model drift, bias, fairness concerns, or changing business effectiveness. Ensure solutions continue to meet business objectives, operational requirements, and governance standards. Identify optimisation opportunities and drive continuous improvement activities.

Drive Continuous Improvement & Enhancements

Own and manage enhancement backlogs for production AI solutions. Coordinate development and deployment of approved enhancements. Ensure solutions evolve in line with changing business processes, regulatory expectations, and technology capabilities. Support release planning and production deployments.

Collaborate Across Technology & Data Teams

Work closely with the broader Data Science & AI Delivery team to ensure effective transition of solutions into support. Partner with Data Engineering teams to maintain data pipelines, integrations, and platform dependencies. Collaborate with BTS te