Head of AI Operations
Head of AI Operations
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1 Vacancy
Job Description
Every day Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit debit prepaid and merchant services. Our worldwide team helps over 3 million companies more than 1300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver bestinclass payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
This senior AI leadership role is pivotal in delivering strategic Generative AI (GenAI) and Machine Learning (ML) initiatives that will transform Global Payments. You will be responsible for ensuring the reliability scalability and performance of our production AI systems and services. This role oversees a dedicated team of SREs and Support Engineers responsible for monitoring incident response and the stability of AI services in production. You will play a critical role in ensuring our GenAI workloads from foundational models to fully integrated inference pipelines run reliably and at scale across cloud and hybrid environments. The ideal candidate will have a robust background in AI/ML platform management software engineering and a proven track record of leading technical teams in a fastpaced environment. You will need to foster a culture of innovation and ensure ongoing alignment of initiatives with evolving business strategies at a global level.
RESPONSIBILITIES
- Lead the SRE and Support function for AI production systems including LLM inference services and monitoring vector databases orchestration platforms and AI agent frameworks.
- Ensure high availability low latency performance and secure operation of GenAI PAIs and applications.
- Build and scale observability frameworks to monitor model drift hallucination bias performance degradation latency spikes and bottlenecks.
- Define and enforce SLAs SLOs and error tolerance tailored to AI/ML workloads covering batch realtime and ondemand use cases.
- Lead incident management and root cause analysis across AI pipelines including model serving feature stores and data flows.
- Partner with the AI Engineering MLOps and Platform teams to ensure reliability is baked right into every stage of AI development and deployment.
- Work closely with the Platform teams to implement and support autoscaling failover and selfhealing strategies for AI workloads in multicloud and hybrid environments.
- Develop and manage oncall strategies escalation procedures and global support rotations for critical AI services.
- Passionate about customer success with what your teams build. Take care to measure and monitor that what your teams build is used and useful to driving business outcomes.
- Ensure compliance with industry standards and best practices in AI solutions monitoring including security protocols and data governance policies.
- Stay abreast of emerging technologies and trends in GenAI and Machine Learning to drive continuous improvement and innovation.
- Inspire and motivate your team and foster a positive and productive work environment consistent with Global Payments values
MUST HAVES:
- Bachelors or Masters degree in Computer Science Math AI or a related area.
- Strong command of AWS and GCP with experience managing AI workloads.
- Handson experience with AWS SageMaker AWS Bedrock Google VertexAI and Snowflake Cortex.
- At least 10 years of experience in software and support engineering for enterprisegrade cloud based AI systems.
- Deep knowledge of LLMs inference pipelines vector databases RAG and agentic architectures.
- Expertise in designing and running reliable scalable and observable production systems.
- Proven ability to lead highseverity incident response and drive root cause analysis postmortems.
- Handson experience with observability platforms (e.g. Fiddler AI Arize Weights & Biases etc)
- Deep understanding of containerization and designing ephemeral solutions.
- Ability to define monitor and enforce servicelevel objectives tailored to GenAI workloads.
- Expert on industry trends and various LLMs. This should include commercial Foundational Models from OpenAI Anthropic Cohere Google as well as opensource models available in those platforms including Mistral Llama etc.
- Passionate engineering leader with experience building high performance teams.
- Proficiency in stakeholder management to effectively communicate and manage expectations of those linked to the work outside your team
- Proficiency in project management and resource allocation to ensure timely efficient and successful delivery of outcomes
- Experience in strategic planning and with strong decisionmaking skills to align initiatives with business goals and make informed choices that benefit the organization
- Some experience in handling compliance and regulatory requirements to ensure engineering practices adhere to relevant laws and regulations
BONUS ATTRIBUTES:
- Familiarity with MLOps workflows data versioning and model lifecycle management
- Familiarity with Machine Learning model development
- Knowledge in Salesforce AI offerings
ABILITIES:
- Ability to work proactively with a high level of initiative and accuracy.
- Ability to manage multiple assignments effectively and meet established deadlines.
- Strong interpersonal skills to interact professionally with staff and stakeholders.
- Excellent organizational skills and attention to detail.
- Critical thinking ability ranging from moderately to highly complex tasks.
- Flexibility in adapting to changing business needs and priorities.
- Ability to work creatively and independently with minimal supervision.
- Ability to utilize experience and judgment in accomplishing goals.
- Experience in navigating organizational structures and collaborating across teams.
At Global Payments our vision is to be Champions of Inclusion. We are fully committed and focused on creating a better tomorrow in the communities in which we live and work. We aspire to ensure fair treatment access opportunity and advancement for all team members. We believe all team members should be able to bring their true authentic selves to the workplace and feel accepted engaged and understood.
Global Payments offers a comprehensive benefits package to all of our team members including medical dental and vision care EAP programs paid time off recognition programs retirement and investment options charitable gift matching programs and worldwide days of service. To learn more review our Benefits page at: Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex (including pregnancy) national origin ancestry age marital status sexual orientation gender identity or expression disability veteran status genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact .
Required Experience:
Director
Employment Type
Full-Time
