Vice President, AI Operations and Incident Management

By applying for this job, you agree to receive AI-generated calls, text messages, and/or emails from Mitchell Martin Inc and its affiliates and contracted partners at various frequency through traditional and automated methods. • A growing financial services company seeks a VP-level leader to build and lead an enterprise AI Operations, Incident Management, Problem Management, and Level 2 Application Support organization.

Title: Vice President, AI Operations and Incident Management
 
Location: Baltimore, MD or Charlotte, NC(Onsite) 
Employment Type: Full Time
 
Compensation:
Pay Range: $150,000 - $175,000 Year
 
Job Summary:
• A growing financial services company seeks a VP-level leader to build and lead an enterprise AI Operations, Incident Management, Problem Management, and Level 2 Application Support organization. This senior leader will drive the transformation from reactive support to predictive, AI-driven operations.

Responsibilities:
• Define and execute enterprise strategy for Incident Management, Problem Management, and Level 2 Application Support
• Provide executive leadership during major incidents; drive MTTD and MTTR improvements
• Own enterprise Problem Management practice; establish rigorous root cause analysis and corrective action governance
• Lead Level 2 Application Support teams; develop SOPs, runbooks, and support models
• Develop and execute an enterprise AI Ops strategy: intelligent alerting, automated triage, automated root cause, and self-healing capabilities
• Partner with Engineering, Infrastructure, Cybersecurity, Architecture, and Business stakeholders
• Build and mentor a high-performing operations organization

Required:
• 10+ years in technology organizations supporting large-scale enterprise environments
• 7+ years leading operational support, incident management, SRE, or production operations
• Experience with observability, monitoring, event management, and operational intelligence platforms
• Proven experience implementing automation, orchestration, or AI-driven operational solutions
• Strong analytical, executive communication, and cross-functional leadership skills

Preferred:
• Experience with AI Ops platforms
• Observability/monitoring tools: Grafana, Elastic, OpenTelemetry, BigPanda, OpsRamp, or similar
• Financial services industry background
• AWS, Azure, or GCP experience

 
Contact Authorization:
By applying for this job, you agree to receive AI-generated calls, text messages, and/or emails from Mitchell Martin Inc and its affiliates and contracted partners at various frequency through traditional and automated methods. Message and data rates may apply for texts. Carriers are not liable for delayed or undelivered messages. You can access our privacy policy here https://www.mitchellmartin.com/privacy-policy 
 
Benefits:
Learn more about our benefits offerings here https://www.mitchellmartin.com/careers/benefits-perks 
 
Onboarding Expectations:
Learn more about our Onboarding Process here https://youtu.be/rjV_NFYjyY4 
 
EEO Statement:
Learn more about our EEO policy here https://www.mitchellmartin.com/eoe-statement 
 
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