Digital Operations Center Leader (AI)

Location: Daytona Beach, Florida or Plano, Texas, USA

Company

Brown & Brown is an insurance company focused on customer service and enterprise operational excellence.

What you will do

• Define and execute the enterprise Digital Operations strategy aligned with business resilience and service management objectives.
• Build and lead a modern, AI-enabled Digital Operations Center focused on proactive detection, prediction, and automated response.
• Establish standards for monitoring, observability, event management, and service health across infrastructure, cloud, applications, networks, endpoints, and business services.
• Lead Major Incident Management and drive root-cause elimination and continual service improvement.
• Build and mature Site Reliability Engineering practices to improve availability, reliability, resiliency, and operational excellence.
• Manage the strategic relationship with the 24x7 managed services provider, including governance, performance metrics, and improvement plans.

Requirements

• 10+ years of progressive IT Operations leadership experience.
• Experience leading Digital Operations Centers, NOCs, Command Centers, or equivalent enterprise operations functions.
• Strong knowledge of monitoring and observability, incident management, event management, problem management, and service reliability.
• Experience managing large managed service providers and leading enterprise operational transformation initiatives.
• Excellent executive communication and stakeholder management skills.
• ITIL 4 certification or equivalent experience.

Nice to have

• Experience with Site Reliability Engineering, ServiceNow ITSM/ITOM, AIOps, DEX, and cloud operations.
• Experience with observability platforms such as Datadog, Dynatrace, Splunk, AppDynamics, New Relic, or Grafana.

Culture & Benefits

• Meritocratic culture focused on customer outcomes and individual initiative.
• Medical, prescription, dental, vision, life, and disability insurance.
• ESPP, 401(k), student loan assistance, and tuition reimbursement.
• Mental health and enhanced advocacy services.
• Paid time off, holidays, and preferred partner discounts.