Senior Manager – AIOps and Major Incident Orchestration

Senior Manager, AIOps and Major Incident Orchestration

Are you ready to help transform how Thomson Reuters detects, orchestrates, and resolves critical technology incidents through AI-driven operations?

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 senior individual contributor role focuses on high-priority enterprise service disruptions – not cybersecurity incident response.

• Act as a senior escalation point for high severity major incidents.
• Provide command-and-control leadership across multiple technical teams.
• Drive clarity, pace, and accountability during complex incidents.
• Participate in a weekend on-call rotation.
• Design and implement incident orchestration workflows that reduce manual effort.
• 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.
• Build and maintain strong relationships with engineering, infrastructure, SRE, and application support teams.
• Collaborate with global major incident management leads to ensure consistent orchestration.
• Communicate effectively with senior leadership under pressure.
• Analyze incident and alert data for trends and improvement opportunities.
• Lead and support post-incident reviews, root-cause analysis follow-ups, and lessons-learned sessions.

• 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 equivalent professional experience.
• Proven ability to lead incident bridges and command high-pressure situations with composure 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 environments.
• Exceptional communication and stakeholder management skills, including briefing executive leadership under pressure.
• Analytical mindset focused 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 Professional certification.
• Interest in or exposure to AI/ML applications in IT operations.

Competitive base compensation range: $102,200 – $189,800 USD (US locations). Benefits include a comprehensive benefits plan, flexible vacation, and work-life accommodations.

Thomson Reuters is an Equal Employment Opportunity Employer. We consider applicants without regard to race, color, sex/gender, pregnancy, gender identity, national origin, religion, sexual orientation, disability, veteran status, or any other protected classification under applicable law. We provide reasonable accommodations for applicants with disabilities.