Service Delivery – GenAI Monitoring & Analysis

Motorola Solutions•Richardson, TX

13d

About The Position

We are seeking a detail-oriented and analytical professional to join our Service Delivery team, focusing on Generative AI (GenAI) Monitoring and Analysis. In this role, you will oversee the performance, reliability, and user experience of deployed GenAI solutions. You will work across teams to identify performance trends, proactively detect issues, analyze usage and feedback data, and support the continuous improvement of AI services.

Requirements

3+ years in a service delivery, operations, data analysis, or product support role, ideally in a tech or AI environment
Familiarity with Generative AI concepts and LLM (Large Language Model) applications
Strong analytical skills with experience working with large datasets and interpreting system logs
Experience using monitoring and incident management tools
Effective communicator with a user-first mindset and the ability to work across functions
Understanding of SLAs, KPIs, and service health monitoring best practices
Bachelor's degree

Nice To Haves

Experience supporting or monitoring GenAI-powered applications in production environments
Exposure to AI/ML model evaluation techniques or prompt testing workflows
Knowledge of prompt engineering and/or fine-tuning LLMs
Prior experience in an enterprise SaaS or platform environment

Responsibilities

Monitor the health and performance of deployed GenAI systems using logs, metrics, dashboards, and user feedback
Analyze AI outputs, identify anomalies, and surface quality concerns or potential model drift
Collaborate with engineering, product, and data science teams to triage and resolve issues
Maintain documentation for monitoring processes, incident response, and known issues
Track and report on KPIs related to GenAI usage, stability, responsiveness, and accuracy
Drive root cause analysis and recommend operational improvements or retraining needs
Facilitate feedback loops between end-users and technical teams to improve GenAI outputs
Contribute to the development of playbooks, escalation paths, and runbooks for GenAI services
Support readiness efforts for new GenAI releases and features from a service delivery perspective
Remain flexible and shift focus to support other key-projects as business needs evolve