Senior Operations Head, Gen AI Platforms and Solutions

Role Overview: You will play a critical role in establishing and leading a centralized operations function for PepsiCo's Gen-AI platforms, such as PepGenX and Agent Factory. Your main objective will be to ensure platform reliability, incident management, vendor performance, and operational excellence across all sectors. This includes overseeing 24x7 monitoring, ServiceNow-based workflow automation, and cloud FinOps to sustain enterprise-scale AI adoption. Collaboration with engineering, product, and vendor teams will be essential to maintain high availability, security, and performance at scale. Key Responsibilities: - Manage 24x7 uptime and incident management through a dedicated Gen-AI Command Centre. - Ensure scalable platform monitoring and alerting across PepGenX, Agent Factory, and LLM stacks. - Integrate with ServiceNow for workflows, change control, and audit trails. - Oversee vendor accountability and contractor performance governance to ensure cost efficiency and platform FinOps. - Uphold enterprise security, compliance, and operational SLAs as Gen-AI becomes business-critical. Qualifications Required: - Minimum of 12 years of experience in IT operations, with a specific focus on AI/ML systems and cloud infrastructure. - Proven expertise in setting up and managing command centers or NOCs for large-scale platforms. - Deep knowledge of Azure cloud services, including monitoring, security, and FinOps tools. - Extensive experience with ServiceNow, particularly in incident management, change control, and automation workflows. - Strong understanding of ML and data science operations, including model deployment and monitoring. - Demonstrated ability to manage contractors and third-party vendors effectively. - Excellent problem-solving skills and the ability to make decisions under pressure. - Strong leadership and communication skills for managing cross-functional teams.,