Overview The primary objective of this role is to establish and lead a centralized operations function for PepsiCo's Gen-AI platforms, including PepGenX and Agent Factory. The role ensures platform reliability, incident management, vendor performance, and operational excellence across all sectors. It is critical to sustaining enterprise-scale AI adoption by overseeing 24x7 monitoring, ServiceNow-based workflow automation, and cloud FinOps, while coordinating with engineering, product, and vendor teams to maintain high availability, security, and performance at scale Responsibilities 24x7 uptime and incident management via a dedicated Gen-AI Command Centre, Scalable platform monitoring and alerting across PepGenX, Agent Factory, and LLM stacks, Integration with ServiceNow for workflows, change control, and audit trails, Vendor accountability and contractor performance governance, Cost efficiency and platform FinOps using Azure-native tools, Enterprise security, compliance, and operational SLAs as Gen-AI becomes business-critical Qualifications 12+ years of experience in IT operations, with a 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, including 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, with experience managing cross-functional teams.