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
Perficient is an IT consulting firm that helps companies adapt their systems to third party software products that use internet. It was founded in 1998, and is headquartered in St Louis, Missouri, USA, with a workforce of 5001-10000 employees. Its website is http://www.perficient.com.