We currently have a career opportunity for a Head of Incident Operations & IT Command Center to join our team.
Job Overview:
As the Head of AI-Driven Operations & IT Command Center, you will define and lead the enterprise strategy for AI-powered operations (AIOps), transforming how incidents are detected, managed, prevented, and resolved across the organization.
This role owns the vision, roadmap, and execution of leveraging AI, automation, and agentic systems to drive step-change improvements in operational efficiency, resilience, and cost optimization. You will lead the evolution from reactive, manual operations to predictive, data-driven, and autonomous systems that minimize business impact and maximize service reliability.
This is a high-impact leadership role spanning production operations, Site Reliability Engineering (SRE), observability, and AI transformation. You will partner across engineering, platform, data, and business teams to embed AI capabilities into the full incident lifecycle-enabling proactive detection, intelligent triage, automated remediation, and continuous improvement.
The successful candidate will play a critical role in enhancing advisor and investor experience by improving platform reliability, scalability, and operational excellence while reducing human effort through AI augmentation.
You will also contribute to thought leadership, client engagements, and sales pursuits by showcasing advanced AI-driven operational capabilities. This role is expected to mentor and develop talent, drive cultural transformation, and establish industry-leading practices in AI-powered operations.
This role is a blend of operations leadership, engineering mindset, and strategic execution, focused on building a high-performing, intelligent Command Center capable of proactive incident detection, rapid resolution, and continuous service improvement.
Perficient is the global AI and technology consulting firm disrupting the traditional consulting model. Powered by our 7,000+ advisors, engineers, and designers, Perficient implements AI-first solutions that break conventions and deliver outcomes that matter. Proudly serving clients that represent the world's most innovative brands, and in collaboration with our powerful technology partner ecosystem, we bring deep industry expertise and data-driven design to redefine how businesses run and succeed. Perficient is different. For real. Learn more at perficient.com.
Technical Competencies
Core Competencies
Goals and Objectives
Must be open to client travel as needed.
Perficient, Inc. proudly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Perficient, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Perficient, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans. Improper interference with the ability of Perficient, Inc. employees to perform their expected job duties is absolutely not tolerated.
Disability Accommodations: Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, please contact us.
Applications 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 $170,100 to $202,730. 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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AI Strategy & Transformation Leadership
Define and lead the enterprise AIOps strategy, including vision, roadmap, and investment priorities. Establish the operating model for AI-driven operations, scaling use cases across the incident lifecycle and driving measurable business outcomes such as efficiency gains, cost reduction, and improved reliability.
Command Center & Operational Excellence
Lead 24/7 IT Command Center operations, ensuring end-to-end visibility, rapid incident response, and consistent service reliability. Modernize operational practices through AI-enabled workflows, automation, and standardized processes.
Intelligent Incident Management & Prevention
Oversee the full incident lifecycle with a focus on proactive detection, rapid resolution, and systemic prevention. Leverage AI to reduce incident volume, eliminate alert noise, and improve root cause identification.
AI-Enabled Automation & Autonomous Operations
Deploy and scale AI agents and automation across detection, triage, remediation, and prevention. Drive adoption of intelligent systems while optimizing human-in-the-loop decision-making and progressing toward self-healing operations.
Observability, Data & Continuous Improvement
Partner with engineering and observability teams to enhance telemetry, monitoring, and diagnostics. Establish feedback loops that improve system design, resilience, and operational efficiency through data-driven insights.
Performance, Metrics & ROI
Define and manage KPIs that measure both operational performance and AI effectiveness, including automation rates, MTTR/MTTD improvements, and cost efficiency. Demonstrate measurable ROI from AI and automation investments.
Talent, Culture & Stakeholder Engagement
Build and lead a high-performing organization while fostering a culture of innovation, accountability, and AI adoption. Engage senior stakeholders, align with business priorities, and mentor teams to thrive in AI-augmented environments.
AI Strategy & Transformation Leadership
Define and lead the enterprise AIOps strategy, including vision, roadmap, and investment priorities. Establish the operating model for AI-driven operations, scaling use cases across the incident lifecycle and driving measurable business outcomes such as efficiency gains, cost reduction, and improved reliability.
Command Center & Operational Excellence
Lead 24/7 IT Command Center operations, ensuring end-to-end visibility, rapid incident response, and consistent service reliability. Modernize operational practices through AI-enabled workflows, automation, and standardized processes.
Intelligent Incident Management & Prevention
Oversee the full incident lifecycle with a focus on proactive detection, rapid resolution, and systemic prevention. Leverage AI to reduce incident volume, eliminate alert noise, and improve root cause identification.
AI-Enabled Automation & Autonomous Operations
Deploy and scale AI agents and automation across detection, triage, remediation, and prevention. Drive adoption of intelligent systems while optimizing human-in-the-loop decision-making and progressing toward self-healing operations.
Observability, Data & Continuous Improvement
Partner with engineering and observability teams to enhance telemetry, monitoring, and diagnostics. Establish feedback loops that improve system design, resilience, and operational efficiency through data-driven insights.
Performance, Metrics & ROI
Define and manage KPIs that measure both operational performance and AI effectiveness, including automation rates, MTTR/MTTD improvements, and cost efficiency. Demonstrate measurable ROI from AI and automation investments.
Talent, Culture & Stakeholder Engagement
Build and lead a high-performing organization while fostering a culture of innovation, accountability, and AI adoption. Engage senior stakeholders, align with business priorities, and mentor teams to thrive in AI-augmented environments.
Perficient is a leading information technology consulting firm serving Global 2000 and other enterprise customers throughout North America. We are experts in designing, building and delivering business-driven technology solutions. We help our clients gain competitive advantage by using Internet-based technologies to make their business more responsive to market opportunities and threats, strengthen relationships with customers, suppliers and partners, improve productivity and reduce information technology costs. We succeed by focusing on services and solutions that leverage best-of-breed technologies from our network of partners - companies like IBM, Microsoft, Oracle-Siebel, TIBCO, EMC Documentum and more.