[Remote] Strategic AI Operations Leader

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.ResponsibilitiesDevelop 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 layersPartner with the Development and Operational teams to ensure the products are meeting observability, reliability, and performance goalsPromote the vision and drive organizational transformation through establishing/maintaining relationships with key stakeholders across the organization, including operations, and managementIncident & Problem Management: Lead complex incident resolution using AI-supported triage and root cause analysis (RCA), implementing permanent fixes and preventing recurrence through automationTechnical Support: Perform advanced troubleshooting, system configuration, and monitoring using tools like Dynatrace, Splunk, Datadog, AppDynamics, Elastic, Alertsite, ELK, Solarwinds, CloudWatchTeam Leadership: Guide and mentor L2 engineers, ensuring adherence to SLAs, and coordinating with L1 and L3 teamsDocumentation: Maintain AI-enhanced documentation and knowledge bases, enabling faster resolution, proactive monitoring, and continuous optimization of operationsAutomation: Identify opportunities for automation and implement AI-assisted/agentic AI solutions to streamline production support tasksDrive a culture of curiosity and ensure teams to triage systematically to arrive at the root cause, and proactive monitoringCreate and promote the culture of continuous learning implementing changes preventing recurrence and enabling actions for early detection and self-healingCoach, mentor, and lead a high-performing team with direct and indirect responsibility to deliver on the objectivesSkills15+ years of experience in enterprise IT operations, managed services, NOC operations, or production support environments5+ years leading enterprise-scale operational transformation initiativesProven experience designing and modernizing NOC and IT operations centersProven experience designing and modernizing service management organizationsProven experience designing and modernizing production support operating modelsDemonstrated experience implementing AI, AIOps, automation, and intelligent operations within enterprise support environmentsExperience supporting large-scale enterprise environments with 24x7 operational requirementsExperience driving support model transformation, including AI augmentation and workforce optimization strategiesBackground in enterprise consulting or global systems integratorsStrong understanding of ITIL frameworks, including Incident, Problem, Change, and Event ManagementStrong understanding of NOC and production support models across global delivery environmentsStrong understanding of enterprise observability, monitoring, and telemetry-driven operationsStrong understanding of AIOps platforms, event correlation, and intelligent incident managementStrong understanding of AI/ML-enabled operational models, including LLMs, AI agents, and orchestration frameworksStrong understanding of enterprise automation platforms and workflow orchestrationStrong understanding of operational analytics and data-driven decision makingStrong understanding of cloud and infrastructure operations across AWS, and hybrid environmentsHands-on experience with enterprise tools and platforms, including Cloud Platforms: AWSHands-on experience with ITSM Platforms: ServiceNow or equivalentHands-on experience with Observability & Monitoring: Dynatrace, Splunk, Datadog, AppDynamics, ElasticHands-on experience with AIOps & Event Management: Moogsoft, BigPanda, and/or PagerDutyHands-on experience with AI & LLM Platforms: Azure OpenAI, OpenAI, Copilot frameworksHands-on experience with AI agent frameworks and orchestration platformsHands-on experience with Automation Tools: Ansible, RundeckHands-on experience with workflow orchestration and integration platformsHands-on experience with enterprise knowledge management systemsProficient in leveraging AI technologies to drive innovation, support strategic initiatives, and enable data-driven decision-makingPossesses a strong understanding of AI capabilities, limitations, and ethical considerationsMust be open to client travel as neededBenefitsInformation regarding the benefits available for this position are in our benefits overviewCompany OverviewPerficient 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.