Senior Manager – AIOps, Major Incident Orchestration

Thomson Reuters

Senior Manager overseeing AIOps and Major Incident Management at Thomson Reuters. Driving automation and incident response while leading critical technology operations.

Posted 5/25/2026full-timeEagan • Minnesota, Texas • 🇺🇸 United StatesSenior💰 $102,200 - $189,800 per yearWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Hybrid Work Model
Flexibility & Work-Life Balance
Career Development and Growth
Industry Competitive Benefits
Culture
Social Impact
Making a Real-World Impact

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

incident managementautomationAIOpsevent correlationalert noise reductionroot cause analysisdata analysismetricscontinuous improvementITIL

Soft Skills

leadershipcommunicationstakeholder managementanalytical mindsetcomposureinfluencecollaborationaccountabilityclarityproblem-solving