AI & Automation Operations Manager

AI & Automation Operations Manager

Position Summary

The AI & Automation Operations Manager will lead the design, implementation, and operationalization of AI-driven workflows, intelligent automation, and observability capabilities across IT Operations and IT Service Management (ITSM). This role is responsible for advancing the organization's journey toward AI-augmented and autonomous operations by leveraging AIOps, Observability tools, Service Now and Generative AI technologies to improve service reliability, reduce operational risk, and accelerate incident resolution.

The role will also provide operational support within the Digital Command Center (DCC), supporting major incident management, executive communications, and continuous service improvement initiatives.

Key Responsibilities

• Primary Responsibilities

• AI Incident Management

• Design and implement AI-powered workflows for incident detection, triage, categorization, prioritization, and routing.

• Develop AI-assisted root cause analysis, incident enrichment, and predictive incident management capabilities.

• Create intelligent remediation runbooks and automated response workflows.

• Drive reduction of alert noise through event correlation and service intelligence.

• AI-Driven Problem & Change Management

• Build workflows that identify recurring issues and proactively generate problem investigations.

• Implement AI-enabled trend analysis, risk scoring, and change impact assessments.

• Support automated generation of knowledge articles, PIR summaries, and operational insights.

• AI-Augmented Autonomous Operations

• Develop self-healing and closed-loop remediation capabilities.

• Expand automation across observability tools and ITSM processes.

• Establish governance and operational controls for AI-enabled decision-making and autonomous actions.

• Create dashboards and metrics to demonstrate operational efficiency, reliability improvements, and business value realization.

• Secondary Responsibilities

• Digital Command Center (DCC) Operations

• Serve as Incident Commander or Major Incident Manager during high-severity incidents.

• Lead cross-functional incident bridges and coordination efforts.

• Develop and deliver executive communications and stakeholder updates.

• Support Incident, Problem, Change, and Knowledge Management governance activities.

• Drive continuous improvement initiatives to enhance operational maturity and resiliency.

• Required Qualifications & Skills

Experience

• 5+ years of experience in monitoring, event management, AIOps, observability, production engineering, Site Reliability Engineering (SRE), or IT operations.

• 3+ years of hands-on Observability agentic workflows and Service Now Agent Orchestrator deployments for Operations Center environments.

• Proven experience implementing operational automation, orchestration, or AI-driven solutions.

• Experience supporting enterprise-scale applications and business-critical services.

• Experience leading or supporting major incident management activities.

• Technical Skills

• Strong Splunk, Now Assist development and troubleshooting skills.

• Experience with data onboarding, event normalization, MCP service modeling, KPI creation, dashboard development, and analytics.

• Knowledge of Generative AI, AI Agents, Copilot technologies, and AI-assisted workflow design.

• Experience with Python, PowerShell, Bash, REST APIs, or similar automation technologies.

• Experience integrating observability, monitoring, cloud, and ITSM platforms.

• Strong understanding of Incident, Problem, Change, and Knowledge Management processes.

• Experience with ServiceNow or equivalent ITSM platforms.

• Leadership & Collaboration

• Excellent communication, documentation, and stakeholder management skills.

• Ability to lead under pressure during critical incidents and service disruptions.

• Strong analytical, problem-solving, and continuous improvement mindset.

• Experience working effectively within global, cross-functional delivery teams.

• Preferred Qualifications

• ITIL certification.

• Splunk Power User, Admin, Architect, or ITSI certifications.

• ServiceNow certifications.

• AI, Machine Learning, Data Analytics, or Automation certifications.

• Cloud certifications (AWS, Azure, or GCP).

• Experience implementing autonomous operations or self-healing platforms.

Required Skills

Preferred Skills:

• Critical Thinking, Cross-Functional Collaboration, Empowering People, Human-Computer Interaction (HCI), Industry Analysis, Operational Excellence, Organizing, Product Knowledge, Product Lifecycle Management (PLM), Program Management, Quality Assurance (QA), Resource Planning, Service Request Management, Software Development Management, Technical Credibility, Technical Support, Technical Writing

The anticipated base pay range for this position is :

• $102,000.00 - $177,100.00

Additional Description for Pay Transparency:

• Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

• This position is eligible to participate in the Company’s long-term incentive program.

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

• Vacation –120 hours per calendar year

• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year

• Holiday pay, including Floating Holidays –13 days per calendar year

• Work, Personal and Family Time - up to 40 hours per calendar year

• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child

• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

• Caregiver Leave – 80 hours in a 52-week rolling period10 days

• Volunteer Leave – 32 hours per calendar year

• Military Spouse Time-Off – 80 hours per calendar year

• For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits

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