Cluster Manager - AI Unit

Job Purpose
This role supports the design, structuring, and execution of domain logic and orchestration frameworks for agentic AI use cases across Operations, Customer Service, and IT workflows. Working under the Lead Agentic AI Domain, the role converts operational processes, servicing journeys, backend system interactions, SOPs, IT process flows, and support routines into machine-interpretable domain structures for autonomous agents. The role also plays a key part in cross-team coordination, ensuring accuracy and smooth delivery of use cases in collaboration with Ops, Service, and IT stakeholders Duties and Responsibilities
Support the creation of domain reasoning logic, rule sets, state machines, and decision trees relevant to Ops, Service, and IT scenarios. Map and structure end-to-end process flows such as customer request management, service fulfilment, ticket lifecycle, exception handling, and operational validations. Help define orchestration flows, stepwise operational routines, and escalation paths for agent behavior. Work with IT and engineering teams to understand backend systems and translate them into API-level domain rules, tool-use guidelines, and interaction logic for agents. Assist in designing logging schemas, reasoning traces, and interpretability checkpoints to ensure observability and auditability. Conduct reasoning audits, test runs, scenario walkthroughs, and multi-layer evaluation cycles to validate domain correctness. Collaborate with Ops and Service teams to continuously refine business rules, SOP changes, exception patterns, and process variations. Document process maps, domain rule books, interaction guidelines, and agent behavior specifications. Identify areas where agentic AI can enhance operational efficiency, turnaround time, accuracy, and service quality. Provide execution-level support to the Lead Agentic AI Domain on coordinating and delivering Ops/Service/IT use cases Key Decisions / Dimensions
Suggestions for refining domain models, process rules, fallback logic, and decision pathways. Identification of high-priority exceptions, risk scenarios, or system-dependency constraints. Recommendations for data requirements, signal dependencies, or validation rules. Proposals for improvements based on test output, reasoning logs, and interaction outcomes Major Challenges
Support the creation of domain reasoning logic, rule sets, state machines, and decision trees relevant to Ops, Service, and IT scenarios. Map and structure end-to-end process flows such as customer request management, service fulfilment, ticket lifecycle, exception handling, and operational validations. Help define orchestration flows, stepwise operational routines, and escalation paths for agent behavior. Work with IT and engineering teams to understand backend systems and translate them into API-level domain rules, tool-use guidelines, and interaction logic for agents. Assist in designing logging schemas, reasoning traces, and interpretability checkpoints to ensure observability and auditability. Conduct reasoning audits, test runs, scenario walkthroughs, and multi-layer evaluation cycles to validate domain correctness. Collaborate with Ops and Service teams to continuously refine business rules, SOP changes, exception patterns, and process variations. Document process maps, domain rule books, interaction guidelines, and agent behavior specifications. Identify areas where agentic AI can enhance operational efficiency, turnaround time, accuracy, and service quality. Provide execution-level support to the Lead Agentic AI Domain on coordinating and delivering Ops/Service/IT use cases Required Qualifications and Experience
(Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent)


Educational Qualifications


46 years of experience in Operations, Service, IT process modelling, AI/ML workflows, or domain analysis.

Strong understanding of operational SOPs, service processes, ticket management workflows, or system interaction flows.

Exposure to Agentic AI frameworks, LLM-driven reasoning, or workflow orchestration (preferred).

Ability to translate processes into structured rules, decisions, and domain logic.

Solid analytical and documentation skills with strong attention to detail.

Ability to collaborate effectively across Ops, Service, IT, and engineering teams.