[Remote] Strategic AI Operations Leader
Note: The job is a remote job and is open to candidates in USA. Perficient is a global AI and technology consulting firm that is currently seeking a Strategic AI Operations Leader. This role is responsible for transforming traditional support operations into an AI-enabled model, focusing on improving service availability, reducing costs, and enhancing customer experience through advanced automation and collaboration across global teams.
Responsibilities
- 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
Skills
- 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
- Proven experience designing and modernizing service management organizations
- Proven experience designing and modernizing 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
- Strong understanding of NOC and production support models across global delivery environments
- Strong understanding of enterprise observability, monitoring, and telemetry-driven operations
- Strong understanding of AIOps platforms, event correlation, and intelligent incident management
- Strong understanding of AI/ML-enabled operational models, including LLMs, AI agents, and orchestration frameworks
- Strong understanding of enterprise automation platforms and workflow orchestration
- Strong understanding of operational analytics and data-driven decision making
- Strong understanding of cloud and infrastructure operations across AWS, and hybrid environments
- Hands-on experience with enterprise tools and platforms, including Cloud Platforms: AWS
- Hands-on experience with ITSM Platforms: ServiceNow or equivalent
- Hands-on experience with Observability & Monitoring: Dynatrace, Splunk, Datadog, AppDynamics, Elastic
- Hands-on experience with AIOps & Event Management: Moogsoft, BigPanda, and/or PagerDuty
- Hands-on experience with AI & LLM Platforms: Azure OpenAI, OpenAI, Copilot frameworks
- Hands-on experience with AI agent frameworks and orchestration platforms
- Hands-on experience with Automation Tools: Ansible, Rundeck
- Hands-on experience with workflow orchestration and integration platforms
- Hands-on experience with enterprise knowledge management systems
- Proficient in leveraging AI technologies to drive innovation, support strategic initiatives, and enable data-driven decision-making
- Possesses a strong understanding of AI capabilities, limitations, and ethical considerations
- Must be open to client travel as needed
Benefits
- Information regarding the benefits available for this position are in our benefits overview
Company Overview