Vice President, Global Operations Management & AIOps

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Team Overview
The Global Infrastructure, Engineering & Operations (GIO) organization delivers the infrastructure, cloud, and operational technology services that support Trans Union's global business operations and technology transformation initiatives. The Vice President, Global Operations Management & AIOps will lead global technology operations, driving service reliability, operational excellence, incident management, automation, observability, and AI-enabled operations across infrastructure, cloud, network, platform, and regional operations. This role reports directly to the Senior Vice President, Global Infrastructure, Engineering & Operations and serves as a key leader in modernizing operational practices while ensuring the reliability, performance, and scalability of critical technology services.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Role Overview and Core Responsibilities

• Establishing and executing a modern global operations strategy that improves service reliability, enhances operational transparency, and accelerates the adoption of automation and intelligent operations capabilities.
• Lead and evolve the global operations model across enterprise infrastructure, cloud platforms, network services, and regional operations teams.
• Improve service availability and reliability through enhanced monitoring, restoration practices, operational accountability, and continuous improvement initiatives.
• Lead major incident and problem management programs, including executive communications, root cause analysis, corrective action governance, and post-incident review processes.
• Drive adoption of observability, event correlation, automation, and AIOps capabilities to improve issue detection, reduce operational noise, and accelerate service restoration.
• Partner with infrastructure, platform, engineering, cloud, and cybersecurity leaders to implement service-based operating models with clear ownership, service health metrics, runbooks, and operational standards.
• Collaborate with engineering and business stakeholders to ensure operational readiness for new services, technology deployments, and production changes.
• Develop executive reporting and operational dashboards that provide visibility into service health, incidents, availability, risk, and operational performance.
• Lead enterprise-wide initiatives focused on operational modernization, automation, reliability engineering, and continuous service improvement.
• Build, develop, and mentor a high-performing global operations leadership team focused on accountability, customer impact, transparency, and operational excellence

Required Knowledge and Experiences

• 15+ years of experience leading large-scale technology operations, infrastructure operations, site reliability engineering, or enterprise operations functions within complex global organizations.
• Demonstrated experience managing 24x7 operational environments while driving continuous improvement in service reliability, availability, and operational performance.
• Proven success leading major incident management, problem management, operational governance, and service reliability programs across enterprise technology environments.
• Experience implementing operational transformation initiatives involving automation, observability, AI-enabled operations, or service management modernization.
• Strong leadership experience building and developing global teams while fostering accountability, collaboration, and operational excellence.

Required Technical Skills

• Deep knowledge of IT Operations Management (ITOM), Service Management (ITSM), incident management, problem management, and service reliability practices.
• Experience with observability, monitoring, telemetry, event management, and operational analytics platforms.
• Understanding of cloud operations, infrastructure operations, network operations, and hybrid technology environments.
• Experience implementing automation, orchestration, workflow management, and AI-assisted operational capabilities.
• Knowledge of operational governance, service health metrics, risk management, availability management, and production readiness frameworks.

We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're happy to support your career development and growth in:

• Experience implementing AIOps strategies leveraging intelligent alerting, event correlation, predictive analytics, and automated remediation capabilities.
• Familiarity with Site Reliability Engineering (SRE) principles, reliability engineering practices, and modern service operations frameworks.
• Experience leading enterprise-scale operational transformation initiatives across cloud, infrastructure, and platform environments.
• Strong background in executive reporting, operational…