Director of AIOps

Lead the newly-formed AIOps function as the intelligence layer for Service Management, building and deploying AI/ML models and automation logic to drive predictive, autonomic operations. Recruit, build, and lead a team of AIOps architects and engineers while remaining hands-on to set technical direction. Select and own the AIOps platform and telemetry pipeline spanning ServiceNow Event Management, correlation, and enrichment to mature observability across metrics, logs, and traces. Design event correlation logic to reduce alert noise by 50%+ and build anomaly-detection models to surface silent failures before customer impact. Develop automated remediation logic and self-healing runbooks to resolve issues without human intervention, targeting a 40–60% MTTR reduction. Drive the implementation of "L0" autonomous tier where AI-driven proactive resolutions operate ahead of human responders, while establishing AI-driven change risk-scoring models and LLM-based operational assistants to strengthen governance and accelerate root-cause analysis.