Senior Manager – AIOps and Major Incident Orchestration

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.

This is a senior individual contributor role focused on high-priority enterprise service disruptions — not cybersecurity incident response. The role sits at the intersection of real‑time incident command and intelligent automation, combining hands‑on leadership during the enterprise's most critical moments with the strategic work of modernizing how we respond to and prevent Major Incidents.

• 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 Service Now.
• 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.

• 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 Service Now.
• 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.
• Analytical mindset with a focus on metrics, data‑driven decision‑making, and continuous improvement.

• Hands‑on experience with AIOps, observability, or automation platforms such as Datadog, Dynatrace, Splunk, Pager Duty, Big Panda, or Moogsoft.
• Experience with incident orchestration tools such as Incident.io, Fire Hydrant, Rootly, or Service Now 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 Dev Ops teams.
• ITIL 4 Foundation or Managing…