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: 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 targeta 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

• Basic

cloud concepts: compute, storage, and security fundamentals

• Security

fundamentals: TLS, SSL, tokens, and secret management

• Familiarity

with API gateways and API testing toolkits (Postman, SOAP UI, or similar)

• Outage

response management and experience leading cross-functional coordination during

major incidents

• Ability

to drive Root Cause Analyses (RCAs) and build reusable knowledge

articles/runbooks

• SLA/SLO

management and reporting, including availability calculation

• Working

knowledge of data concepts: data latency, data fragmentation, data lineage, and

data marts

Nice-to-Have Skills

• Familiarity

with AI concepts such as prompt engineering, knowledge graphs, and

Retrieval-Augmented Generation (RAG)

• Experience

with cloud-native observability on AWS, Azure, or GCP

• Exposure

to Agentic AI or automation-driven triage tooling

Success Looks Like

• A

14-person Tier 1 team that reliably triages alerts across 50+ applications with

clear, standardized data.

• A

measurable, ongoing reduction in reactive manual triage as proactive detection

improves.

• A

clean, well-governed Open Telemetry-based data backbone that the future Agentic

automation layer can build on.

A

repeatable onboarding process ready to scale coverage from 50 to 320 applications.

Benefits

What We Offer

• Competitive salaries and comprehensive health benefits
• Flexible work hours and remote work options.
• Professional development and training opportunities.
• A supportive and inclusive work environment