Senior Manager, Agentic AI

Role Overview

Sr. Manager, Agentic AI — CLOUDx Engineering (Johnson & Johnson, Raritan, NJ) to lead building and scaling agentic AI capabilities that improve CLOUDx customer and engineer experience, reducing IRIS ticket volumes, accelerating time‑to‑fulfillment, and expanding self‑service.

• Lead and develop a high‑performing Agentic AI engineering team (direct reports), including hiring, coaching, performance development, and succession planning.
• Own the strategy, roadmap, and prioritized delivery backlog for Agentic AI capabilities that measurably reduce IRIS ticket volumes, improve end‑user experience, and expand CLOUDx self‑service.
• Partner with CLOUDx service owners, network, security, risk & compliance, and managed‑service partners to identify high‑value use cases and drive adoption at scale.
• Architect and guide implementation of agentic solutions using Amazon Bedrock and other J&J‑approved platforms, including tool/function calling, workflow orchestration, and integration with enterprise systems (ticketing, CMDB, service catalog, monitoring/observability, knowledge bases).
• Establish engineering standards for production‑grade agents (reliability, latency, cost, testing, release management), and ensure scalable, API‑first designs aligned to CLOUDx platform architecture.
• Define and implement agent safety and governance patterns, including access controls, approvals, human‑in‑the‑loop workflows, audit logging, prompt/tool security, and policy‑compliant data handling.
• Drive an outcomes‑based operating model with clear KPIs (ticket deflection, IRIS reduction, MTTR, containment rate, CSAT, hours saved, cost‑to‑serve) and report progress to CLOUDx and stakeholder leadership.
• Lead delivery execution across discovery, prototyping, pilots, and production rollout; manage dependencies, risks, and change management required for enterprise adoption.
• Own relationships and technical direction with strategic vendors/partners supporting CLOUDx services and AI enablement; ensure quality, security, and contractual outcomes are met.
• Champion continuous improvement by analyzing IRIS themes and operational telemetry to prioritize automation and agentic opportunities, expanding self‑healing and self‑service over time.

• Minimum of a Bachelor’s degree (Computer Science, Engineering, or related discipline preferred).
• 10+ years of experience in software engineering, platform engineering, cloud automation, or SRE, including leading delivery of enterprise‑grade services.
• 3+ years of people management experience, including hiring, coaching, performance management, and building high‑performing engineering teams.
• Demonstrated experience designing and delivering agentic AI / LLM‑enabled solutions in production, including orchestration, tool integration, and operationalization.
• Strong software engineering fundamentals with hands‑on ability in modern programming (Python strongly preferred) and API‑first/microservices architectures.
• Experience integrating AI/automation with service management and operations systems (ticketing workflows, service catalog, knowledge management, CMDB, observability platforms).
• Practical experience with Infrastructure‑as‑Code and CI/CD (e.g., Terraform, pipelines) and applying SRE/operational excellence practices to reduce MTTR and cost‑to‑serve.
• Deep understanding of enterprise security, risk, compliance, identity/credential handling, and auditability required for autonomous or semi‑autonomous actions.
• Strong stakeholder management and executive communication skills, with a track record of driving cross‑functional alignment and measurable outcomes.

• Hands‑on experience with Amazon Bedrock and common agent patterns (tool use, routing, planning, memory) and/or other enterprise LLM platforms.
• Experience with retrieval‑augmented generation, enterprise search/knowledge management, and content governance for support and self‑service scenarios.
• Experience building LLM evaluation and observability practices (offline/online evaluation, golden datasets, hallucination mitigation, guardrails, red‑teaming).
• Experience with IT service management concepts (e.g., ITIL),…