AI Solutions Support Lead

This is your opportunity to join AXIS Capital – a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an entrepreneurial, disciplined and ethical corporate culture. As a member of AXIS, you join a team that is among the best in the industry.

At AXIS, we believe that we are only as strong as our people. We strive to create an inclusive and welcoming culture where employees of all backgrounds and from all walks of life feel comfortable and empowered to be themselves. This means that we bring our whole selves to work. All qualified applicants will receive consideration for employment without regard to any protected characteristic, including age, color, disability, ethnicity, gender identity, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, veteran status, or any basis prohibited by the laws that govern its operations.

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.
• 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.
• Monitor Solution Performance & Effectiveness: Own monitoring frameworks to assess solution performance, reliability, usage, accuracy, cost, and value realization.
• Drive Continuous Improvement & Enhancements: Own and manage enhancement backlogs for production AI solutions. Coordinate development and deployment of approved enhancements.
• Collaborate Across Technology & Data Teams: Work closely with the broader Data Science & AI Delivery team to ensure effective transition of solutions into support.
• Governance, Risk & Compliance: Ensure AI solutions operate in accordance with AXIS AI governance policies and standards.

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.

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.

Skills & Experience:

• Essential: Significant experience supporting, operating, or maintaining production AI, machine learning, analytics, or data-driven solutions.
• Desirable: Experience supporting Generative AI, machine learning, large language model (LLM), or agentic AI solutions.

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.