Senior Manager – AIOps and Major Incident Orchestration

Role Overview

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.

Act as a senior escalation point for high‑severity Major Incidents, providing command‑and‑control leadership across multiple technical teams. Design and implement incident orchestration workflows that reduce manual effort and accelerate resolution across the incident lifecycle.

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.

• 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

• Flexible vacation
• Two company‑wide Mental Health Days off
• Access to the Headspace app
• Retirement savings
• Tuition reimbursement
• Employee incentive programs
• Resources for mental, physical, and financial wellbeing