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?

At Thomson Reuters, we build technology that helps professionals pursue justice, truth, and transparency. As we continue evolving toward AI-enabled, automation-first operations, we are expanding our Major Incident Management function.

• 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 Professional certification.
• Interest in or exposure to AI/ML applications in IT operations, including LLM‑powered tooling, agentic automation, or AI copilot integrations.

• Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a…