Gen AI Support Lead

BBVA is a global company with more than 160 years of history that operates in over 25 countries and serves more than 80 million clients. We are more than 121,000 professionals working in multidisciplinary teams with diverse profiles such as finance, legal experts, data scientists, developers, engineers, and designers.

We are looking for a Gen AI Support Lead to lead, coordinate and scale the operation, maintenance, and evolution of Generative Artificial Intelligence (Gen AI) solutions in production. This person will not only provide first and second level technical support but will also manage support specialists, defining processes, ensuring SLA compliance, promoting continuous improvement, and ensuring the adoption and sustained performance of Gen AI solutions at BBVA.

Key Responsibilities

• Manage the Gen AI Support Specialists team.
• Assign priorities, distribute workload, and monitor SLA compliance.
• Track individual performance and promote development plans.
• Foster cross-functional collaboration with Data Scientists, DevOps, Model Owners, and Product Owners.

• Supervise the technical support to internal users in Gen AI models and tools.
• Ensure a stable and robust operation of solutions in production.
• Manage critical incidents, escalations, and contingency plans.
• Define and execute processes for retraining, prompt updates, or technical improvements.

• Design and implement standard operating processes for monitoring, alerts, and support.
• Drive automation of repetitive tasks (observability, auto-remediation, etc.).
• Ensure technical-operational documentation and facilitate team onboarding.
• Participate in workshops, definitions of guidelines and processes, training, COPs sharing best practices, etc.

• Establish and monitor area KPIs (MTTR, Uptime, Operational Cost, etc.).
• Develop tracking dashboards, executive reports, and performance metrics.
• Promote the culture of operational data: measure to improve.

• Ensure compliance with security, privacy, and responsible AI use regulations.
• Coordinate with data governance, architecture, and legal areas as required.
• Have basic knowledge of operation contracts with Gen AI API vendors (when applicable).

Indispensable Skills and Competencies

• Technical:
  • Dominance of architectures and operation of Gen AI solutions (e.g., OpenAI, Bedrock, Gemini, LangChain, etc.).
  • Experience with cloud services (AWS/GCP) and MLOps tools (monitoring, retraining, etc.).
  • Solid knowledge of AI APIs, service integration (REST, SDKs, Python).
  • Familiarity with incident management tools and ITIL flows.
  • Capacity for log analysis, error traceability, and debugging of models.
• Leadership:
  • Experience leading technical support, operations, or MLOps teams.
  • Ability to make technical decisions with business impact.
  • High internal customer orientation, service mindset, and high sense of urgency.
  • Excellent communication skills (both with technical and business profiles).
  • Conflict resolution and crisis management in complex environments and multidisciplinary teams.
  • Skills for presentation in executive and community forums, knowing how to guide the conversation depending on the audience.
  • Team management: timely and continuous feedback, medium to advanced skills of "Good manager".

• Profiles we would like to know:
  • +3 years in technical support roles / data engineering / MLOps / AI Ops.
  • +2 years in leadership or management of technical teams.
  • Experience operating Gen AI or conversational AI solutions in production.
  • Intermediate to advanced English (written and spoken) for communication with international teams.
  • Certifications in Cloud, ITIL, or AI Governance (desirable).

If you meet the indispensable requirements, attach your updated CV. This is your opportunity!

In case you require any reasonable adjustments* in your selection process, please communicate to the recruiter in the first contact.

At BBVA, we believe that having a diverse team makes us a better bank. For this reason, we actively support diversity, inclusion, and equal opportunities, regardless of ethnic or national origin, sex, age, religion, disability, sexual orientation, gender identity or expression, social status, health condition, opinions, marital status, or any other that undermines human dignity and aims to nullify or undermine the rights and freedoms of individuals. We are confident that by cultivating a collaborative and inclusive work environment, we will show the best of ourselves.

*Reasonable adjustments include the modifications and/or adaptations that the company may make during your selection process to enable you to carry out the process adequately.

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