Senior Manager – AIOps and Major Incident Orchestration

About the role

We are seeking a Senior Manager, AIOps and Major Incident Orchestration to serve as a senior escalation point and incident command leader while driving the design and implementation of enterprise-wide AIOps and orchestration capabilities.

Responsibilities

• Act as a senior escalation point for high-severity Major Incidents, providing command-and-control leadership across multiple technical teams.
• Drive clarity, pace, and accountability during complex or high-impact incidents, ensuring consistent adherence to incident management standards, communication cadence, and executive update protocols.
• Participate in a weekend on-call rotation, providing coverage for your assigned time zone.
• Design and implement incident orchestration workflows that reduce manual effort and accelerate resolution across the incident lifecycle.
• Partner with engineering and platform teams to deploy automation, intelligent routing, event correlation, and alert noise reduction using AIOps and enterprise service management platforms such as ServiceNow.
• Introduce modern incident management practices, including intelligent runbooks, automation playbooks, and self-healing patterns, helping shift the organization from reactive response to proactive detection and prevention.
• Build and maintain strong relationships with engineering, infrastructure, SRE, and application support teams, serving as a trusted partner during incidents and post-incident reviews.
• Collaborate with global Major Incident Management leads to ensure consistent orchestration, seamless handoffs, and alignment across regions and time zones.
• Communicate effectively with senior leadership under pressure, providing clear, concise updates on incident status, business impact, and resolution progress.
• Analyze incident and alert data to identify trends, noise, and improvement opportunities, driving measurable improvements in MTTR, incident data quality, and automation adoption.
• Lead and support post-incident reviews, root cause analysis follow-ups, and lessons-learned sessions to enhance the maturity of the Major Incident Management practice.

Requirements

• 7+ years of progressive experience in IT operations, incident management, technology service management, or a related discipline.
• 3+ years in a senior individual contributor or people leadership role within a global enterprise environment.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field — or equivalent professional experience.
• Proven ability to lead incident bridges and command high-pressure situations with composure, structure, and executive presence.
• Deep understanding of ITIL-based incident management practices and enterprise service management tools such as ServiceNow.
• Strong experience partnering with engineering, infrastructure, SRE, platform, and application support teams across complex, distributed technology environments.
• Exceptional communication and stakeholder management skills, including the ability to brief executive leadership under pressure and influence without direct authority.
• An analytical mindset with a focus on metrics, data-driven decision-making, and continuous improvement.

Qualifications

• Hands-on experience with AIOps, observability, or automation platforms such as Datadog, Dynatrace, Splunk, PagerDuty, BigPanda, or Moogsoft.
• Experience with incident orchestration tools such as Incident.io, FireHydrant, Rootly, or ServiceNow automation/workflow capabilities.
• Familiarity with cloud-native environments, including AWS, Azure, or GCP, and microservices architectures.
• Experience supporting or working alongside Site Reliability Engineering, platform engineering, or DevOps teams.
• ITIL 4 Foundation or Managing Professional certification.
• Interest in or exposure to AI/ML applications in IT operations, including LLM-powered tooling, agentic automation, or AI copilot integrations.

What's in it For You?

• Hybrid Work Model: Flexible hybrid working environment (2-3 days a week in the office depending on the role).
• Flexibility & Work-Life Balance: Flex My Way policies.
• Career Development and Growth: Grow My Way programming and skills-first approach.
• Industry Competitive Benefits: Comprehensive benefit plans including market competitive health, dental, vision, disability, and life insurance programs, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Global recognition for inclusion and belonging, flexibility, work-life balance, and more.
• Social Impact: Pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: Helping customers pursue justice, truth, and transparency.

Pay and Schedule

The base compensation range for this role is $102,200 USD - $189,800 USD. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.