AI Incident and Problem Management Lead (Associate Service Management Officer)

AI Incident and Problem Management Lead (Associate Service Management Officer) Job Details Job #: req36825 Organization: World Bank Sector: Information Technology Grade: GF Term Duration: 3 years 0 months Recruitment Type: Local Recruitment Location: Washington, DC, United States Required Language(s): English Build a career with impact. Working at the World Bank Group (WBG) provides a unique opportunity to help countries solve their greatest development challenges. As one of the largest sources of funding and knowledge for developing countries, the WBG is a unique partnership of five global institutions dedicated to ending poverty, increasing shared prosperity, and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, the WBG works with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. VPU Context The Information and Technology Solutions (ITS) Vice Presidential Unit (VPU) enables the World Bank Group to achieve its mission of ending extreme poverty and boost shared prosperity on a livable planet by delivering transformative information and technologies to its staff working in over 150+ locations. For more information on ITS, see this video: Department Context The World Bank Group Technology Office (ITSTO) defines and executes the technology strategy for the World Bank Group, ensuring that technological investments and standards deliver secure, resilient, and efficient platforms to support global operations. Through strategic planning, enterprise architecture, platform engineering, and core infrastructure management, ITSTO aligns technology initiatives with the Bank Group’s mission and business objectives. ITSTO drives technology-enabled innovation, modernizes infrastructure, and enhances organizational agility. By fostering collaboration across all World Bank Group entities—including IBRD, IDA, IFC, MIGA, and ICSD—ITSTO leverages technology as a catalyst for accelerating development impact and advancing digital transformation. Its leadership ensures that technology serves as a strategic enabler for achieving the Bank Group’s development goals, empowering the institution to address emerging challenges and opportunities with greater efficiency and effectiveness. Unit Context The unit is responsible for designing, implementing, and continuously enhancing IT service management (ITSM) processes and tools across the World Bank Group. The team ensures that IT services are delivered efficiently, reliably, and in alignment with business needs, leveraging industry best practices such as ITIL. Beyond its core responsibilities, the team plays a pivotal role in advancing hyper automation and Robotic Process Automation (RPA) within the organization. By integrating automation technologies into ITSM processes, the team automates repetitive, manual tasks, streamlines workflows, and accelerates incident resolution and service request fulfillment. This approach enables IT Service Management to deliver faster, more consistent, and higher-quality services while reducing operational costs and minimizing human error. Collaboration with business and technology stakeholders is central to the team’s work, ensuring that automation solutions are scalable, secure, and aligned with organizational priorities. Through the adoption of RPA and hyper automation, the team supports the World Bank Group’s digital transformation agenda, driving continuous improvement, enhancing agility, and enabling the organization to respond effectively to evolving business needs. By championing automation best practices and fostering a culture of innovation, the team ensures that service management processes remain future-ready and value-driven, positioning the World Bank Group to maximize the benefits of digital technologies in delivering world-class IT services. Duties and Accountabilities Key Focus Areas Designing and deploying autonomous AI agents that independently manage incident detection, triage, escalation, and resolution. Owning process design, performance measurement, and executive reporting. Integrating ITIL® 4, Azure DevOps, and AIOps platforms, with ServiceNow as a preferred orchestration layer. Ensuring incidents and problems are predictively detected and rapidly resolved through agent-driven automation. Key Responsibilities Lead the design and implementation of Agentic AI operating models that enable autonomous, end-to-end service management workflows — from detection through resolution — with appropriate human oversight and governance controls. Serve as a trusted advisor to senior leaders on service stability, agentic automation strategy, and systemic risk. Drive continuous improvement using analytics, AI-generated insights, and autonomous agent feedback loops. Establish and oversee metrics, KPIs, and KRIs aligned to operational resilience and AI risk management. Incident Management (Agentic Automation, Operational Stability & Metrics) Architect and deploy Agentic AI systems capable of autonomously classifying, routing, investigating, and resolving incidents without human intervention at each step. Design agent orchestration frameworks that coordinate multiple specialized AI agents across monitoring, diagnosis, and remediation tasks. Oversee real‑time monitoring and dashboards, leveraging AIOps platforms and ServiceNow (preferred) for visibility and orchestration. Establish governance and traceability standards for agentic decision‑making, including audit trails, override mechanisms, and human‑in‑the‑loop escalation paths. Oversee incidents involving AI‑enabled and agent‑driven services, including model drift, agent failure modes, and cascading automation errors. Maintain and continuously evolve incident runbooks and playbooks to incorporate agent‑driven response patterns. Monitor SLA/SLO attainment and AI risk indicators across autonomous workflows. Problem Management (Root Cause, Agentic Pattern Recognition & Prevention) Deploy Agentic AI capabilities for autonomous root cause analysis (RCA), pattern recognition across large incident datasets, and proactive remediation recommendation or execution. Establish and monitor KRIs including repeat incident rates, agent intervention rates, and AI‑related systemic risk indicators. Lead problem review forums to validate the quality of both human‑generated and agent‑generated RCAs. Oversee investigations of AI‑enabled services, including data degradation, integration failures, and agent reasoning errors. Reporting, Monitoring & Governance Establish a tiered reporting framework enhanced with AI‑driven insights to provide operational, tactical, and executive visibility into incident and problem performance. Design, define and standardize AI‑enabled KPIs and KRI models, including metric logic, data sources, and validation practices, ensuring consistency, transparency, and trust in reporting. Leverage advanced analytics and agentic AI to identify emerging service risks, recurring patterns, and potential instability, predict service degradation, detect systemic risk patterns, including risks associated with automation and AI‑enabled services. Govern the use of AI‑generated insights and automated reporting, ensuring traceability, human oversight, and compliance with ITIL, enterprise risk, and emerging AI regulatory frameworks. Drive adoption of AI‑powered reporting, continuous improvement, and a shift toward predictive, autonomous, and metrics‑driven service management. Selection Criteria Master’s degree with 5 years of experience or bachelor’s degree with 7 years of relevant experience in computer science, IT, engineering, or a related field. Hands‑on experience designing, deploying, and governing Agentic AI systems, including multi‑agent orchestration frameworks, autonomous workflow design, and agent lifecycle management. Deep expertise in AIOps platforms, observability tooling, and AI‑driven automation for incident and problem management. Experience managing incidents across AI‑enabled services and autonomous agent pipelines, including failure mode analysis and agent oversight. Familiarity with AI agent frameworks such as LangGraph, AutoGen, CrewAI, or equivalent enterprise orchestration tools. Additional Qualifications Experience governing Incident and Problem Management in Azure DevOps (ADO), DevOps, and product‑centric environments. Deep understanding of ITIL® 4 in Agile and SAFe environments. Familiarity with ITIL® 4 Incident and Problem Management practices. Experience managing incidents and problems across AI‑enabled service frameworks, including AI platforms, automated workflows, data pipelines, and autonomous operations. Preferred Qualification Hands‑on experience with ServiceNow ITSM, including integration with Azure DevOps and use of ServiceNow Performance Analytics. Certifications Any recognized certification in AI engineering, agentic systems, or intelligent automation. Microsoft Azure AI Engineer Associate. Google or Coursera Agentic AI practitioner certificates (e.g., LangGraph, AutoGen). AI Governance, Responsible AI. WBG Culture Attributes Sense of urgency: Anticipate and quickly respond to the needs of internal and external stakeholders. Thoughtful risk‑taking: Challenge the status quo and push boundaries to achieve greater impact. Empowerment and accountability: Empower yourself and others to act and hold each other accountable for results. Core Competencies World Bank Group Core Competencies Benefits and EEO Statement The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities. We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability. Learn more about working at the World Bank and IFC including our values and inspiring stories. #J-18808-Ljbffr World Bank Group