Lijo George

Service Process Manager @Oracle

Austin, TX, US

Oracle Digital Assistant Generative AI Implementation (06/2024 - Present)•Led the implementation and adoption of Generative AI capabilities within the IT Support Slack channel (#it-support), enhancing self-service and reducing resolution time.•Partnered with GenAI engineering teams to define requirements, use cases, and success criteria based on existing service support workflows.•Drove pilot program execution by forming and managing a cross-functional team to validate AI-driven support solutions.•Directed knowledge consolidation and data ingestion processes to improve AI response quality and coverage.•Established testing and evaluation frameworks, including response accuracy validation, ranking, and continuous feedback loops.•Identified and reported AI hallucinations, inaccuracies, and API failures; collaborated with engineering teams to drive issue resolution and system improvements.•Monitored system performance and generated insights through reporting to support ongoing optimization and governance.•Acted as a liaison between IT Support and GenAI teams, ensuring alignment, effective communication, and timely delivery of enhancements.•Contributed to continuous improvement of AI models by refining knowledge inputs and enhancing ingestion quality.Data Protection & Identity Assurance Service Onboarding (02/2025 – Present)•Led enterprise rollout of Oracle Data Protection + Identity Assurance controls•Built escalation protocols for technical failures via Jira SD +#t2-escalations-data-protection Slack•Created agent training programs enforcing self-service deflection protocols

Graphic Era Deemed to be University

Bachelor's of Computer Application

Delhi Public School - India

Secondary School

Delhi Public School - India

High School