AIOps IT Operations Manager

• Accountable for end-to-end ownership of the workstream, including delivery, operations, business value realization, and AI-led transformation outcomes.

• Operate as a business-aligned technology leader embedded within client leadership teams, ensuring delivery excellence, operational stability, and measurable productivity gains through AI adoption.

• Drive AI-enabled modernization across engineering, operations, governance, and customer engagement while ensuring compliance, security, and responsible AI practices.

AI-First Expectations (Mandatory for All Roles)

• Demonstrate practical usage of AI copilots, GenAI platforms, automation tools, and intelligent workflow solutions in day-to-day operations.

• Drive measurable productivity improvement targets through AI-assisted engineering, support, analytics, testing, documentation, and operations.

• Implement AI-assisted delivery models including automated documentation, intelligent monitoring, predictive operations, and AI-based decision support.

• Build a culture of continuous AI learning, experimentation, and adoption across teams.

• Ensure all teams are trained on responsible AI, data security, compliance, and ethical AI usage.

• Identify and implement AI use cases that reduce cycle time, improve quality, increase automation coverage, and optimize operational costs.

• Track and report AI-driven productivity metrics and business outcomes as part of governance reviews.

Updated Key Responsibilities

• Strategy & Transformation: Execute business-aligned modernization roadmaps across cloud, AI, automation, observability, and enterprise platforms.

• End-to-End Ownership: Own build-run-optimize lifecycle with DevOps and AI-enabled operating models tied to business KPIs.

• Financial Accountability: Optimize budgets and maximize ROI through automation, AI productivity gains, and operational efficiencies.

• AI & Automation Leadership: Embed AI into engineering, operations, testing, support, analytics, and governance processes with measurable business impact.

• Operational Excellence: Establish KPI-driven governance using intelligent analytics, predictive insights, and proactive risk management.

• Stakeholder Management: Provide executive-level insights using data-driven reporting, AI-assisted analytics, and business outcome tracking.

• Cross-Functional Integration: Enable seamless integration across Salesforce, ServiceNow, Billing, Finance, Infrastructure, Data, AI, and DevOps platforms.

• Leadership & Talent Development: Build high-performing teams with strong AI literacy, automation capabilities, consulting mindset, and engineering discipline.

• Strong ability to manage customer requirements and expectations, effectively collaborating with cross-functional teams to ensure clear understanding, alignment, and timely delivery.

• Proven capability in planning and execution, with expertise in creating structured delivery plans and tracking progress to completion. Proficient in leveraging Jira to manage features, user stories, and end-to-end delivery lifecycle.

• Effective escalation management, with the ability to quickly assess issues, identify root causes, drive resolution, and ensure timely closure while minimizing business impact.

• Excellent stakeholder and team alignment skills, ensuring teams remain focused on delivery plans, maintaining cohesion, and driving consistent alignment across internal teams and key stakeholders

• Adopt a consulting mindset when engaging with customers, proactively understanding their pain points, expectations, and business objectives, and translating them into well-defined features and user stories.

• Drive continuous alignment with stakeholders, regularly validating requirements, gathering feedback, and refining features and user stories to reflect evolving needs.

• Ensure adaptability in planning and execution, making timely adjustments to timelines, priorities, and estimations to reflect changes while maintaining overall delivery commitments.

• Act as a bridge between business and delivery teams, ensuring requirements are clearly articulated, prioritized, and consistently aligned with customer expectations throughout the lifecycle.

Enhanced KPIs / Success Metrics

• Candidates should demonstrate practical understanding of AI tools, automation frameworks, analytics platforms, and productivity improvement methods relevant to the domain.

AI-First Operating Principle: All workstream leaders and team members are expected to operate with an AI-first mindset from Day 1. Every role must actively leverage AI, automation, copilots, observability insights, and intelligent workflow optimization to improve productivity, accelerate delivery, reduce manual effort, and enhance customer outcomes. Candidates must demonstrate hands-on understanding of AI-assisted delivery models, prompt engineering fundamentals, workflow automation, AI governance, and measurable productivity improvement techniques., * AI-driven productivity improvement %

• Automation coverage and reduction in manual effort

• Cycle time reduction and accelerated delivery velocity

• Operational efficiency and cost optimization

• Reliability metrics including uptime, MTTR, and SLA adherence

• Customer experience improvements (CSAT/NPS)

• AI adoption and usage effectiveness across teams

• Business value realization from AI and automation initiatives

Enhanced Experience Requirements

• 15-20+ years of total experience with 5-8+ years in leadership roles.

• Demonstrated experience in AI-enabled delivery transformation and enterprise modernization.

• Hands-on exposure to AI copilots, intelligent automation platforms, analytics-driven operations, or GenAI-based productivity tools.

• Strong understanding of DevOps, Agile, SRE, automation engineering, and modern platform operations.

• Experience managing global delivery teams and multi-vendor ecosystems.

• Ability to drive measurable productivity improvements through AI and process optimization.

Enhanced Core Competencies

• AI-first and automation-driven mindset

• Strategic thinking with execution excellence

• Business and technology alignment

• Executive communication and consulting mindset

• Prompt engineering awareness and AI adoption capability

• Data-driven decision making and intelligent operations

• Advanced stakeholder management and escalation handling

• Delivery planning, Jira governance, and execution discipline

• Cross-functional collaboration and organizational alignment

• Continuous improvement and innovation leadership