Vice President, AI Operations and Incident Management

About the role

A growing financial services company seeks a VP-level leader to build and lead an enterprise AI Operations, Incident Management, Problem Management, and Level 2 Application Support organization. This senior leader will drive the transformation from reactive support to predictive, AI-driven operations.

Responsibilities

• Define and execute enterprise strategy for Incident Management, Problem Management, and Level 2 Application Support
• Provide executive leadership during major incidents; drive MTTD and MTTR improvements
• Own enterprise Problem Management practice; establish rigorous root cause analysis and corrective action governance
• Lead Level 2 Application Support teams; develop SOPs, runbooks, and support models
• Develop and execute an enterprise AI Ops strategy: intelligent alerting, automated triage, automated root cause, and self-healing capabilities
• Partner with Engineering, Infrastructure, Cybersecurity, Architecture, and Business stakeholders
• Build and mentor a high-performing operations organization

Requirements

• 10+ years in technology organizations supporting large-scale enterprise environments
• 7+ years leading operational support, incident management, SRE, or production operations
• Experience with observability, monitoring, event management, and operational intelligence platforms
• Proven experience implementing automation, orchestration, or AI-driven operational solutions
• Strong analytical, executive communication, and cross-functional leadership skills

Qualifications (Preferred)

• Experience with AI Ops platforms
• Observability/monitoring tools: Grafana, Elastic, OpenTelemetry, BigPanda, OpsRamp, or similar
• Financial services industry background
• AWS, Azure, or GCP experience

Pay

$150,000 - $175,000 per year

Schedule

Full Time, Onsite (Baltimore, MD or Charlotte, NC)