Vice President - Director, AI Operations, Incident Management & Application Support

Job Description

Job Description

Apply now: Vice President – Director, AI Operations, Incident Management & Application Support, location is Hybrid. The start date is ASAP for this permanent position.

Job Title: Vice President – Director, AI Operations, Incident Management & Level 2 Application Support Location-Type: Hybrid Onsite in Baltimore, MD Start Date Is: ASAP Duration: Permanent Compensation Range: $150,000 - $175,000 Benefits: Eligible for Health, Dental, Vision, 401K, PTO Must be authorized to work in the U.S. This position is not eligible for sponsorship .

Job Description: Our client is seeking a Vice President – Director of AI Operations, Incident Management, Problem Management, and Level 2 Application Support to lead the strategy, execution, and continuous improvement of enterprise technology operations. This executive will be responsible for modernizing operational support through AI Ops, intelligent automation, observability, and data-driven decision making with the goal of minimizing incidents, maximizing service availability, and improving customer experience. The ideal candidate is an experienced technology operations leader who has successfully transformed enterprise support organizations from reactive to proactive operating models.

Day-to-Day Responsibilities: • Develop and execute the enterprise strategy and roadmap for Incident Management, Problem Management, AI Operations, and Level 2 Application Support. • Establish long-term operational excellence initiatives focused on resiliency, service restoration, automation, and issue prevention. • Define operational KPIs, SLAs, SLOs, and maturity metrics. • Provide executive leadership during major incidents and oversee enterprise incident governance. • Improve incident response processes, escalation procedures, operational playbooks, and communication standards. • Drive improvements in Mean Time to Detect (MTTD), Mean Time to Restore (MTTR), incident response, and customer impact reduction. • Lead the enterprise Problem Management practice, including root cause analysis, governance, corrective actions, and continuous improvement initiatives. • Analyze operational trends and recurring issues to improve platform stability and eliminate operational toil. • Oversee Level 2 Application Support teams responsible for diagnosing, troubleshooting, and restoring application services. • Establish support models, staffing strategies, SOPs, knowledge articles, runbooks, and operational procedures. • Partner with Engineering, Infrastructure, Architecture, Cybersecurity, Product, and Business teams to improve operational readiness and service reliability. • Develop and execute an enterprise AI Ops strategy leveraging machine learning, predictive analytics, event correlation, and intelligent automation. • Drive implementation of automated alerting, automated triage, root cause identification, and self-healing capabilities. • Identify opportunities to automate repetitive operational tasks using AI, scripting, orchestration, and workflow automation. • Lead governance forums and present operational performance, risk assessments, and strategic recommendations to executive leadership. • Build, mentor, and develop high-performing operational support teams while fostering a culture of accountability, innovation, and continuous improvement.

Minimum Requirements: • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. • 10 years of progressive experience supporting enterprise technology operations. • 7 years of leadership experience managing Incident Management, Problem Management, Production Operations, Site Reliability, Application Support, or related functions. • Extensive experience leading enterprise Incident Management and Problem Management programs. • Experience managing large-scale, customer-impacting production incidents and operational recovery efforts. • Strong understanding of enterprise application architectures, distributed systems, infrastructure, and cloud technologies. • Experience with observability, monitoring, event management, and operational intelligence platforms. • Proven experience implementing automation, orchestration, or AI-driven operational solutions. • Experience establishing KPIs, SLAs, SLOs, operational dashboards, and continuous improvement programs. • Strong executive communication, presentation, and stakeholder management skills. • Demonstrated ability to lead cross-functional enterprise technology organizations. • Strong analytical, problem-solving, and strategic decision-making abilities. • Ability to balance executive leadership with hands-on operational execution.

Preferred Qualifications: • Experience implementing AI Ops platforms. • Experience with Grafana, Elastic, OpenTelemetry, BigPanda, OpsRamp, Dynatrace, Splunk, Datadog, or similar observability platforms. • Financial services or other highly regulated industry experience. • Experience supporting AWS, Azure, or Google Cloud Platform environments. • Site Reliability Engineering (SRE) leadership experience. • Experience driving enterprise operational transformation initiatives. • Experience implementing intelligent automation and self-healing technologies.

Preferred Certifications: • ITIL 4 Managing Professional or ITIL Expert • AWS Certified Solutions Architect • Microsoft Azure Solutions Architect Expert • Google Professional Cloud Architect • Certified Kubernetes Administrator (CKA)• Site Reliability Engineering (SRE) Certification (preferred)