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 teams to align with enterprise support processes, infrastructure standards, change management, and operational controls.

• Coordinate activities across internal and external delivery teams to ensure service excellence.

Governance, Risk & Compliance

• Ensure AI solutions operate in accordance with AXIS AI governance policies and standards.

• Support periodic reviews of AI solutions to confirm continued appropriateness, effectiveness, transparency, and risk management.

• Maintain appropriate operational documentation, support evidence, and audit artefacts.

• Contribute to governance forums, operational reviews, and risk assessments where required.

What success looks like

• Success in this role will be measured through:

• High availability and reliability of production AI solutions.

• Timely resolution of incidents and defects.

• Strong stakeholder satisfaction with AI services and support.

• Evidence that AI solutions continue to deliver expected business outcomes.

• Effective monitoring and management of performance, fairness, bias, drift, and operational risk.

• Delivery of enhancements and continuous improvements aligned to business priorities.

• Smooth transition of solutions from delivery into operational support.

• Well-managed support teams and partner resources.

About You
You are an organised, technically strong leader who enjoys operating at the intersection of technology, operations, and business value. You have experience supporting complex production systems and can confidently coordinate multidisciplinary teams to resolve issues and drive continuous improvement.

You combine strong technical understanding with excellent communication and stakeholder management skills, enabling you to translate business priorities into practical operational outcomes.

Skills & Experience

Essential

• Significant experience supporting, operating, or maintaining production AI, machine learning, analytics, or data-driven solutions.

• Strong understanding of AI solution lifecycles, including deployment, monitoring, maintenance, and enhancement.

• Experience leading technical teams and coordinating third-party delivery partners.

• Strong incident management and problem-solving capabilities.

• Experience managing application support, service management, or operational delivery functions.

• Strong understanding of data platforms, APIs, cloud environments, and software delivery practices.

• Experience working with Agile delivery methodologies and DevOps practices.

• Excellent stakeholder management and communication skills.

• Ability to prioritise effectively and manage multiple initiatives simultaneously.

• Strong organisational and leadership capabilities.

Desirable

• Experience supporting Generative AI, machine learning, large language model (LLM), or agentic AI solutions.

• Experience with Azure AI, Databricks, Microsoft Copilot Studio, Azure OpenAI, Foundry, or similar AI technologies.

• Understanding of Responsible AI principles, model monitoring, bias management, and AI governance requirements.

• Experience within insurance, financial services, or other highly regulated industries.

• Familiarity with ITIL, Service Management, or Site Reliability Engineering practices.

Working Arrangements

This role forms part of the operational backbone of AXIS' AI capability.

Given the critical nature of production support responsibilities, occasional out-of-hours work, including evenings and weekends, may be required to support incident resolution, production deployments, testing activities, or other business-critical operational events.

Role Factors:
In this role, you will typically be required to:

Attend your local office at least three (3) days per week to meet and build relationships with colleagues and the wider business.

Engage in company activities to grow your network and build a strong team culture.

What we offer: 
For this position, we currently expect to offer a base salary in the range of $175,000 - $200,000 USD (New York, NY), $110,000 - $130,000 CAD (Halifax, Nova Scotia) Your salary offer will be based on an assessment of a variety of factors including your specific experience and work location.  

In addition, you will be offered competitive target incentive compensation, with awards based on overall corporate and individual performance. On top of this, you will be eligible for a comprehensive and competitive benefits package which includes medical plans for you and your family, health and wellness programs, retirement plans, tuition reimbursement, paid vacation, and much more.   

Where this role is based in the United States of America, this role is Exempt for FLSA purposes.

This posting is for an existing vacancy.