Strategic AI Operations Leader

We currently have a career opportunity for a Strategic AI Operations Leader to join our team.

The Strategic AI Operations Leader is responsible for transforming traditional support operations into an AI-enabled, scalable support model by integrating AI agents, automation, observability, and modern ITSM practices. This role defines and drives the future operating model for L1/L2 support, focusing on improving service availability, reducing costs, accelerating incident resolution, and enhancing customer experience.

It requires strong leadership in IT Command Center and production support, managed services transformation, and AI-driven service delivery, along with collaboration across global teams and involvement in client engagements and sales. The position is part of senior leadership and plays a key role in shaping the organization’s managed services strategy. 

• Develop roadmaps, plans, and metrics that communicate the AI Agentic operational excellence vision/progress. Sets a high bar for results through continuous learning and a high degree of observability and automation, reducing manual operations across all layers.
• Partner with the Development and Operational teams to ensure the products are meeting observability, reliability, and performance goals.
• Promote the vision and drive organizational transformation through establishing/maintaining relationships with key stakeholders across the organization, including operations, and management
• Incident & Problem Management: Lead complex incident resolution using AI-supported triage and root cause analysis (RCA), implementing permanent fixes and preventing recurrence through automation.
• Technical Support: Perform advanced troubleshooting, system configuration, and monitoring using tools like Dynatrace, Splunk, Datadog, AppDynamics, Elastic, Alertsite, ELK, Solarwinds, CloudWatch.
• Team Leadership: Guide and mentor L2 engineers, ensuring adherence to SLAs, and coordinating with L1 and L3 teams.
• Documentation: Maintain AI-enhanced documentation and knowledge bases, enabling faster resolution, proactive monitoring, and continuous optimization of operations.
• Automation: Identify opportunities for automation and implement AI-assisted/agentic AI solutions to streamline production support tasks
• Drive a culture of curiosity and ensure teams to triage systematically to arrive at the root cause, and proactive monitoring
• Create and promote the culture of continuous learning implementing changes preventing recurrence and enabling actions for early detection and self-healing.

• Coach, mentor, and lead a high-performing team with direct and indirect responsibility to deliver on the objectives.

   

• 15+ years of experience in enterprise IT operations, managed services, NOC operations, or production support environments
• 5+ years leading enterprise-scale operational transformation initiatives
• Proven experience designing and modernizing:  
  • NOC and IT operations centers
  • Service management organizations
  • Production support operating models
• Demonstrated experience implementing AI, AIOps, automation, and intelligent operations within enterprise support environments
• Experience supporting large-scale enterprise environments with 24x7 operational requirements.
• Experience driving support model transformation, including AI augmentation and workforce optimization strategies
• Background in enterprise consulting or global systems integrators
• Strong understanding of:
  • ITIL frameworks, including Incident, Problem, Change, and Event Management
  • NOC and production support models across global delivery environments
  • Enterprise observability, monitoring, and telemetry-driven operations
  • AIOps platforms, event correlation, and intelligent incident management
  • AI/ML-enabled operational models, including LLMs, AI agents, and orchestration frameworks