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Director, Incident & Problem Management (AI)
Описание вакансии
Текст:
TL;DR
Director, Incident & Problem Management (AI): Leading global NOC and Problem Management functions to improve operational stability, service reliability, and incident outcomes across 400+ products with an accent on major incident coordination, root cause remediation, data analytics, automation, and AI-driven operations. Focus on building 24/7 globally distributed capabilities, reducing repeat incidents and systemic risk, and driving predictive service resilience across complex production environments.
Location: Westlake, Texas, United States
Company
provides global data and software services supporting more than 400 products across multiple regions, platforms, and product lines.
What you will do
- Lead global NOC and Problem Management functions operating 24/7 across multiple regions.
- Own major incident management, including escalation, coordination, executive communication, and command-and-control structures.
- Implement structured problem management, high-quality root cause analysis, action tracking, and permanent fixes.
- Identify systemic risks and single points of failure, then improve service reliability, uptime, and customer impact metrics.
- Use data, analytics, automation, and AI-driven capabilities to improve detection, triage, response, and predictive operations.
- Build a high-performing distributed organization and develop leadership capability across NOC and Problem Management teams.
Requirements
- 10+ years of experience in IT operations, incident management, or service delivery leadership.
- Experience leading global, distributed teams in a 24/7 environment.
- Strong record of improving operational maturity and service stability in large-scale, complex production environments.
- Deep understanding of incident and problem management frameworks, including ITIL.
- Experience with dashboards, reporting tools, data-driven operational analysis, and modern operational tooling.
- Strong leadership, executive communication, accountability, and change-management skills.
Culture & Benefits
- Work within a global IT organization supporting products across multiple regions and platforms.
- Collaborate with Product, Engineering, Support, and senior leadership teams.
- Operate in a complex, fast-paced environment with responsibility for critical service outcomes.
- Equal opportunity employment and compliance with applicable employment laws.