Senior Director, Support – Data and AI Platforms

Job Overview

The Senior Director, Support – Data and AI Platforms will lead global support operations for our Data Platform, AI Platform, and Site Reliability Engineering (SRE) functions. This role is responsible for ensuring the reliability, performance, and user experience of mission-critical data and AI platforms built on AWS, Snowflake, dbt, and modern orchestration frameworks. The Senior Director will oversee data support, production operations, incident management, and reliability engineering-building a world-class data support organization that enables high availability across the enterprise data platform, enterprise analytics, machine learning, AI and real-time data systems. Collaborating with cross-functional teams, this leader will operationalize new capabilities, drive continuous improvement, and uphold a culture of rigor and trust.

Responsibilities

Success Measures:

• High reliability and availability for all data & AI platforms (SLA/SLO driven).
• Reduction in MTTR and incident volume through automation and preventative engineering.
• Strong cross-functional trust with Engineering, Product, and Business partners.
• Scalable, measurable support processes integrated across AWS, Snowflake, dbt, and AI platforms.
• A well-run, proactive, globally aligned support organization.

Strategic Leadership:

• Build, lead, and scale a global support organization spanning Data Engineering Support, AI Platform Support, and SRE Operations.
• Define the operating model, support tiers, SLAs, escalation paths, and incident lifecycle.
• Define the roadmap for modernizing data support using automation, AI copilots, self-healing pipelines, and observability modernization.
• Champion reliability frameworks such as ITIL, DevOps, SRE, and FinOps for Snowflake and AWS.
• Establish a culture of operational excellence, reliability, ownership, and continuous improvement.

Data Platform Support:

• Lead the development of a scalable, resilient, and secure data platform to support real-time and batch data processing.
• Lead the batch and real time data movement solutions across all operational and analytical application for the bank.

AI Platform Support (AWS):

• Oversee support for enterprise AI/ML platforms, including SageMaker (training, inference, pipelines, endpoints), Bedrock or custom LLM hosting, AI feature stores, model registries, vector databases, and embedding services
• Manage incident triage for model deployments, compute scaling, GPU/accelerator workloads, and data drift monitoring.
• Ensure ML Ops tools (model monitoring, lineage, observability) are operational and supportable.

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