Vice President – Director, AI Ops, Incident and Problem Management

Location: Baltimore, MD, United States

Target base salary: $180K–$210K annually, plus performance-based compensation.

Company

hirify.global provides personal loans, credit cards, and other financial products focused on improving the financial well-being of nonprime customers.

What you will do

• Define and execute the enterprise strategy, roadmap, KPIs, and maturity targets for Incident Management, Problem Management, and Level 2 Application Support.
• Lead major incident governance, escalation, communications, service restoration, and improvements to MTTD and MTTR.
• Own Problem Management, root cause analysis, remediation governance, operational trend analysis, and recurring-issue elimination.
• Lead Level 2 Application Support teams and improve application diagnostics, logging, instrumentation, runbooks, and operational readiness.
• Advance AI Ops through machine learning, event correlation, predictive analytics, intelligent alerting, automated triage, root cause identification, and self-healing capabilities.
• Partner with Engineering, Infrastructure, Architecture, Cybersecurity, Product, Risk, Compliance, and Operations stakeholders while developing leaders and high-performing support teams.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field; an advanced degree is preferred.
• 10+ years of progressive experience in Technology organizations supporting large-scale enterprise environments.
• 7+ years of leadership experience in operational support, incident management, site reliability, production operations, or related functions.
• Extensive experience leading enterprise Incident Management and Problem Management programs, including large-scale customer-impacting incidents and operational recovery.
• Strong understanding of application architectures, cloud platforms, infrastructure technologies, distributed systems, observability, monitoring, event management, and operational intelligence.
• Demonstrated ability to implement automation, orchestration, or AI-driven operational solutions and influence cross-functional teams in complex enterprise environments.

Nice to have

• Experience with AI Ops platforms and observability tools such as Grafana, Elastic, OpenTelemetry, BigPanda, or OpsRamp.
• Experience in regulated industries, particularly financial services.
• Knowledge of AWS, Azure, or Google Cloud Platform.

Culture & Benefits

• Inclusive, customer-focused environment centered on digital transformation, collaboration, and innovation.
• Medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurance options.
• Up to 4% matching 401(k), employee stock purchase plan with a 10% share discount, and tuition reimbursement.
• Paid vacation, personal days, sick leave, holidays, and volunteer time.
• Career development opportunities and flexible work arrangements.