Job DescriptionWe currently have a career opportunity for a Recovery and Incident Manager with AI-Ops to join our team in Charlotte, NC or Tempe, AZ or NYC, NY.
Job Overview:We are seeking a Recovery and Incident Manager with AI-Ops to lead incident management, operational resilience, and intelligent automation initiatives across enterprise technology environments. This role will partner with Network Operations Center (NOC), Infrastructure Operations, Cloud Engineering, DevOps, and Application Support teams to proactively detect, respond to, and prevent technology incidents. The ideal candidate combines hands-on incident management expertise with experience implementing observability, automation, and AI-driven operational solutions to improve system reliability, reduce operational overhead, and enhance customer experience. The candidate should possess deep expertise in AIOps, ITSM, ITIL, SRE, Incident Management, Cloud Operations, and Enterprise Infrastructure.
ResponsibilitiesIncident & Recovery Management- Monitor, document, and analyze major incident response efforts and service recovery activities.
- Serve as a senior escalation point for Tier 1 and Tier 2 operational incidents.
- Conduct incident reviews, root cause analysis, and corrective action planning.
- Improve Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
Site Reliability Engineering- Implement SRE practices to improve platform reliability, scalability, and resiliency.
- Define and monitor SLAs, SLOs, and operational KPIs.
- Develop proactive reliability and availability strategies.
AIOps & Automation- Implement AIOps solutions to automate incident detection, diagnosis, remediation, and prevention.
- Build and optimize AI-powered operational agents and self-healing workflows.
- Reduce operational effort through intelligent automation.
Observability & Monitoring- Lead enterprise monitoring initiatives using Dynatrace and related observability platforms.
- Improve visibility across cloud, infrastructure, applications, and user experiences.
- Enable predictive monitoring and anomaly detection.
ITSM & Service Operations- Develop and enhance incident, problem, change, and event management frameworks aligned with ITIL and ITSM best practices.
- Leverage ServiceNow workflow automation to improve service delivery.
Cross-Functional Leadership- Partner with Infrastructure, DevOps, Cloud, Security, Application Development, and NOC teams.
- Mentor operational teams and promote an automation-first culture.
Qualifications- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience).
- 8+ years of experience in IT Operations, Site Reliability Engineering, Infrastructure Operations, Network Operations, or Production Support environments.
- 5+ years of experience leading incident management, operational transformation, or reliability engineering initiatives.
- Strong experience with:
- Site Reliability Engineering (SRE)
- IT Service Management (ITSM)
- ITIL Framework
- Incident, Problem, Change, and Event Management
- Network Operations Center (NOC)
- Infrastructure Operations
- Service Desk Operations
- Application Production Support
- Cloud Platforms (AWS, Azure, or GCP)
- DevOps Practices and Toolchains
- Hands-on experience with Dynatrace, monitoring platforms, and observability solutions.
- Experience using ServiceNow for ticketing, workflow automation, and service management.
- Strong understanding of infrastructure, networking, cloud architecture, and enterprise application ecosystems.
- Proven experience conducting root cause analysis and implementing preventive controls.
- Experience leading enterprise AIOps implementations.
- Experience building AI-powered operational agents and intelligent automation solutions.
- Certifications such as:
- ITIL Foundation or ITIL Managing Professional
- Certified Site Reliability Engineer (SRE)
- AWS, Azure, or Google Cloud certifications
- ServiceNow certifications
- Experience with workflow orchestration and enterprise automation platforms.
- Familiarity with predictive analytics, machine learning operations, and autonomous operations frameworks.
ABOUT THE TEAMOur Automation team empowers organizations to work smarter by connecting digital process automation (DPA), robotic process automation (RPA), and AI into seamless, intelligent workflows. We help leading brands streamline operations, enhance efficiency, and unlock new business potential. By embedding advanced AI models into automation strategies, we enable smarter decision-making, adaptive processes, and continuous optimization at scale.
ADDITIONAL INFORMATIONApplications will be accepted until the position is filled or the posting is removed.
The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $ 73,008 to $ 170,640. Please note that the salary range posted reflects the base salary only and does not include benefits or any potential variable compensation programs. Information regarding the benefits available for this position are in our benefits overview.
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