AIOps Support Lead

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, we’re 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, we’d love to hear from you. Requirements What You'll 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 We're 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:…