Description
We are seeking a Service Management Operations Lead to oversee business-critical computing workloads, real-time/interactive processing, data transfer services, application and new technology on-boarding and upgrades, and recovery procedures. The successful candidate will be responsible for enterprise-scale reliability, risk posture, and operational resilience through the adoption of AI-enabled, autonomous infrastructure and service operations.
Key Responsibilities:
- Own reliability outcomes, delivering measurable improvements in availability, latency, recovery time, and incident recurrence for critical workloads.
- Build AI-enabled, signal-driven operations, replacing alert volume with AI-correlated signals that prioritize true business impact and early risk indicators.
- Engineer self-healing systems (automation-first), designing, implementing, and governing automated remediation for known failure patterns.
- Embed reliability and operability into the engineering lifecycle, partnering with Engineering/Architecture/Product to build operability, observability, resilience-by-design into services.
- Change-aware resilience + risk posture, owning change-aware operations and using AI risk signals to anticipate failures.
- Ensure AI-driven systems are observable, explainable, and auditable, meeting operational and regulatory expectations.
Qualifications / Competencies:
- Bachelor’s degree in computer science/engineering (or equivalent practical experience).
- 10+ years across Service Management, DevOps, SRE, Product Engineering, and/or large-scale production operations.
- Strong hands-on experience with observability/monitoring/telemetry platforms.
- Proven experience transitioning environments from reactive support to proactive, signal-driven/AI-assisted operations.
- Experience implementing change-aware operations, drift detection/correction, and data-driven reliability governance.
Benefits:
- Flexible Time Off (FTO)
- Comprehensive healthcare
- Support for working parents
- Tuition reimbursement
- Strong retirement plan