VP - Director (AI Operations, Incident Management & Application Support)

Day-to-Day Responsibilities

• Develop and execute the enterprise strategy and roadmap for Incident Management, Problem Management, AI Operations, and Level 2 Application Support.
• Establish long-term operational excellence initiatives focused on resiliency, service restoration, automation, and issue prevention.
• Define operational KPIs, SLAs, SLOs, and maturity metrics.
• Provide executive leadership during major incidents and oversee enterprise incident governance.
• Improve incident response processes, escalation procedures, operational playbooks, and communication standards.
• Drive improvements in Mean Time to Detect (MTTD), Mean Time to Restore (MTTR), incident response, and customer impact reduction.
• Lead the enterprise Problem Management practice, including root cause analysis, governance, corrective actions, and continuous improvement initiatives.
• Analyze operational trends and recurring issues to improve platform stability and eliminate operational toil.
• Oversee Level 2 Application Support teams responsible for diagnosing, troubleshooting, and restoring application services.
• Establish support models, staffing strategies, SOPs, knowledge articles, runbooks, and operational procedures.
• Partner with Engineering, Infrastructure, Architecture, Cybersecurity, Product, and Business teams to improve operational readiness and service reliability.
• Develop and execute an enterprise AI Ops strategy leveraging machine learning, predictive analytics, event correlation, and intelligent automation.
• Drive implementation of automated alerting, automated triage, root cause identification, and self-healing capabilities.
• Identify opportunities to automate repetitive operational tasks using AI, scripting, orchestration, and workflow automation.
• Lead governance forums and present operational performance, risk assessments, and strategic recommendations to executive leadership.
• Build, mentor, and develop high-performing operational support teams while fostering a culture of accountability, innovation, and continuous improvement.

Minimum Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 10 years of progressive experience supporting enterprise technology operations.
• 7 years of leadership experience managing Incident Management, Problem Management, Production Operations, Site Reliability, Application Support, or related functions.
• Extensive experience leading enterprise Incident Management and Problem Management programs.
• Experience managing large-scale, customer-impacting production incidents and operational recovery efforts.
• Strong understanding of enterprise application architectures, distributed systems, infrastructure, and cloud technologies.
• Experience with observability, monitoring, event management, and operational intelligence platforms.
• Proven experience implementing automation, orchestration, or AI-driven operational solutions.
• Experience establishing KPIs, SLAs, SLOs, operational dashboards, and continuous improvement programs.
• Strong executive communication, presentation, and stakeholder management skills.
• Demonstrated ability to lead cross-functional enterprise technology organizations.
• Strong analytical, problem-solving, and strategic decision-making abilities.
• Ability to balance executive leadership with hands-on operational execution.