Senior Incident Management Practice Engineer

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The Senior Incident Management Engineer is responsible for designing, building, and continuously evolving the enterprise Incident management practice with a strong emphasis on AI enablement, automation, and cross-functional integration. This role drives operational resilience by leveraging AIOps, advanced analytics, and standardized processes across ITSM functions to proactively detect, respond to, and prevent service disruptions while minimizing business impact and improving service reliability at scale.

The Incident Management Practice Engineer leads the transformation and maturity of incident management capabilities across the enterprise, with a focus on AI-driven operations, automation, and seamless integration across ITSM practices including Problem, Change, and Knowledge Management.

This role is accountable for defining governance models, and operational frameworks aligned to ITIL 4 and enterprise objectives. The engineer works across technology, SRE, and ITSM teams to drive consistency, eliminate silos, and ensure incident management is tightly integrated with upstream and downstream processes.

A core component of the role is AI enablement by embedding AIOps, machine learning, and predictive analytics into the incident lifecycle. This includes implementing intelligent alert correlation, predictive incident detection, automated triage, and self-healing capabilities to reduce noise, accelerate resolution, and prevent repeat issues.

The engineer will design and optimize end-to-end workflows within Service Now, leveraging automation and AI to improve efficiency and scale. They will also partner closely with observability and engineering teams to enhance monitoring strategies, event management, and root cause insights.

In addition, the role establishes and governs continuous improvement cycles—using centralized dashboards, KPIs (e.g., MTTR, SLA/SLO attainment, deflection rates, automation coverage), and AI performance metrics to drive measurable outcomes. The position requires both strategic leadership and hands‑on execution to deliver sustained improvements in incident reduction, response effectiveness, and service stability.

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
• 5+ years of experience in IT operations, Dev Ops, software engineering, or incident management
• Hands‑on expertise configuring and optimizing enterprise ITSM platforms, particularly Service Now
• Strong understanding of ITIL 4 practices, with experience integrating Incident Management with Problem, Change, and Knowledge Management
• Experience designing and implementing automation and AI‑enabled workflows within ITSM environments
• Experience with observability, monitoring, and event management practices in complex distributed environments
• Proven ability to work across teams to align processes, tools, and data for end‑to‑end service management
• Strong analytical skills with the ability to leverage operational and AI‑driven insights to drive decisions and improvements

• TIL 4 certification (Foundation or higher)
• Hands‑on experience with AIOps platforms and implementing AI use cases such as predictive incident detection, alert correlation, and automated remediation
• Strong background in SLA/SLO design, operational resilience, and reliability engineering practices
• Experience implementing AI performance measurement frameworks (e.g., deflection rates, accuracy, resolution speed) and centralized ITSM dashboards
• Proven track record of driving enterprise‑wide process integration across ITSM disciplines
• Strong collaboration and leadership skills with the ability to influence stakeholders across engineering, operations, and business teams

Limited Geography Remote - This is a remote position but located within a specific geography.

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self‑provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

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