Director: AI Ops, Incident Management, Problem Management and Level 2 Application Support

Responsibilities

• Develop Strategy and Vision
• Lead Incident Management
• Lead Problem Management and Continuous Improvement
• Lead Level 2 Application Support
• Advance AI Ops and Intelligent Automation
• Collaborate and Stakeholder Engagement
• Team Leadership and Organizational Development

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Advanced degree preferred.
• 10+ years of progressive experience within Technology organizations supporting large-scale enterprise environments.
• 7+ years of leadership experience managing operational support, incident management, site reliability, production operations, or related functions.
• Extensive experience leading enterprise Incident Management and Problem Management programs.
• Demonstrated experience managing large-scale, customer-impacting incidents and operational recovery efforts.
• Strong understanding of application architectures, cloud platforms, infrastructure technologies, and distributed systems.
• Experience with observability, monitoring, event management, and operational intelligence platforms.
• Proven experience implementing automation, orchestration, or AI-driven operational solutions.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication, facilitation, and executive presentation skills.
• Proven ability to influence and lead cross-functional teams in complex enterprise environments.
• Experience establishing operational metrics, KPIs, SLOs, and continuous improvement programs.

Preferred Qualifications

• Experience with AI Ops platforms.
• Experience with observability and monitoring platforms such as Grafana, Elastic, OpenTelemetry, BigPanda, OpsRamp, or similar technologies.
• Experience within highly regulated industries such as financial services.
• Knowledge of cloud platforms including AWS, Azure, or Google Cloud Platform.