Senior Manager – AIOps and Major Incident Orchestration

Senior Manager, AIOps and Major Incident Orchestration Are you ready to help transform how Thomson Reuters detects, orchestrates, and resolves critical technology incidents through AI-driven operations? At Thomson Reuters, we build technology that helps professionals pursue justice, truth, and transparency. As we continue evolving toward AI-enabled, automation-first operations, we are expanding our Major Incident Management function. About the role We are seeking a Senior Manager, AIOps and Major Incident Orchestration to serve as a senior escalation point and incident command leader while driving the design and implementation of enterprise-wide AIOps and orchestration capabilities. This is a senior individual contributor role focused on high-priority enterprise service disruptions — not cybersecurity incident response . The role sits at the intersection of real-time incident command and intelligent automation, combining hands-on leadership during the enterprise's most critical moments with the strategic work of modernizing how we respond to and prevent Major Incidents. In this opportunity as Senior Manager, AIOps and Major Incident Orchestration, you will: Act as a senior escalation point for high-severity Major Incidents, providing command-and-control leadership across multiple technical teams. Drive clarity, pace, and accountability during complex or high-impact incidents, ensuring consistent adherence to incident management standards, communication cadence, and executive update protocols. Participate in a weekend on-call rotation, providing coverage for your assigned time zone. Design and implement incident orchestration workflows that reduce manual effort and accelerate resolution across the incident lifecycle. Partner with engineering and platform teams to deploy automation, intelligent routing, event correlation, and alert noise reduction using AIOps and enterprise service management platforms such as ServiceNow. Introduce modern incident management practices, including intelligent runbooks, automation playbooks, and self-healing patterns, helping shift the organization from reactive response to proactive detection and prevention. Build and maintain strong relationships with engineering, infrastructure, SRE, and application support teams, serving as a trusted partner during incidents and post-incident reviews. Collaborate with global Major Incident Management leads to ensure consistent orchestration, seamless handoffs, and alignment across regions and time zones. Communicate effectively with senior leadership under pressure, providing clear, concise updates on incident status, business impact, and resolution progress. Analyze incident and alert data to identify trends, noise, and improvement opportunities, driving measurable improvements in MTTR, incident data quality, and automation adoption. Lead and support post-incident reviews, root cause analysis follow-ups, and lessons-learned sessions to enhance the maturity of the Major Incident Management practice. About You You're a strong fit for the role of Senior Manager, AIOps and Major Incident Orchestration if your background includes: 7+ years of progressive experience in IT operations, incident management, technology service management, or a related discipline. 3+ years in a senior individual contributor or people leadership role within a global enterprise environment. Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field — or equivalent professional experience. Proven ability to lead incident bridges and command high-pressure situations with composure, structure, and executive presence. Deep understanding of ITIL-based incident management practices and enterprise service management tools such as ServiceNow. Strong experience partnering with engineering, infrastructure, SRE, platform, and application support teams across complex, distributed technology environments. Exceptional communication and stakeholder management skills, including the ability to brief executive leadership under pressure and influence without direct authority. Analytical mindset with a focus on metrics, data-driven decision-making, and continuous improvement. Preferred Qualifications Hands-on experience with AIOps, observability, or automation platforms such as Datadog, Dynatrace, Splunk, PagerDuty, BigPanda, or Moogsoft. Experience with incident orchestration tools such as Incident.io, FireHydrant, Rootly, or ServiceNow automation/workflow capabilities. Familiarity with cloud-native environments, including AWS, Azure, or GCP, and microservices architectures. Experience supporting or working alongside Site Reliability Engineering, platform engineering, or DevOps teams. ITIL 4 Foundation or Managing Professional certification. Interest in or exposure to AI/ML applications in IT operations, including LLM-powered tooling, agentic automation, or AI copilot integrations. #LI-LP2 What’s in it For You? Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world. In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. For any eligible US locations, unless otherwise noted, the base compensation range for this role is $102,200 USD - $189,800 USD. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. About Us Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace. Thomson Reuters makes reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process, you may contact our Human Resources Department at [email protected] . Disability accommodations in the recruiting process may include things like a sign language interpreter, making interview rooms accessible, providing assistive technology, or other relevant accommodations. Please note this email is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodations. More information on requesting an accommodation here. Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found on thomsonreuters.com