Job Description

We currently have a career opportunity for a Head of Incident Operations & IT Command Center to join our team.

As the Head of AI-Driven Operations & IT Command Center, you will define and lead the enterprise strategy for AI-powered operations (AIOps), transforming how incidents are detected, managed, prevented, and resolved across the organization.

This role owns the vision, roadmap, and execution of leveraging AI, automation, and agentic systems to drive step-change improvements in operational efficiency, resilience, and cost optimization. You will lead the evolution from reactive, manual operations to predictive, data-driven, and autonomous systems that minimize business impact and maximize service reliability.

This is a high-impact leadership role spanning production operations, Site Reliability Engineering (SRE), observability, and AI transformation. You will partner across engineering, platform, data, and business teams to embed AI capabilities into the full incident lifecycle—enabling proactive detection, intelligent triage, automated remediation, and continuous improvement.

The successful candidate will play a critical role in enhancing advisor and investor experience by improving platform reliability, scalability, and operational excellence while reducing human effort through AI augmentation.

You will also contribute to thought leadership, client engagements, and sales pursuits by showcasing advanced AI-driven operational capabilities. This role is expected to mentor and develop talent, drive cultural transformation, and establish industry-leading practices in AI-powered operations.

This role is a blend of operations leadership, engineering mindset, and strategic execution, focused on building a high-performing, intelligent Command Center capable of proactive incident detection, rapid resolution, and continuous service improvement.

AI Strategy & Transformation Leadership

Define and lead the enterprise AIOps strategy, including vision, roadmap, and investment priorities. Establish the operating model for AI-driven operations, scaling use cases across the incident lifecycle and driving measurable business outcomes such as efficiency gains, cost reduction, and improved reliability.

Command Center & Operational Excellence

Lead 24/7 IT Command Center operations, ensuring end-to-end visibility, rapid incident response, and consistent service reliability. Modernize operational practices through AI-enabled workflows, automation, and standardized processes.

Intelligent Incident Management & Prevention

Oversee the full incident lifecycle with a focus on proactive detection, rapid resolution, and systemic prevention. Leverage AI to reduce incident volume, eliminate alert noise, and improve root cause identification.

AI-Enabled Automation & Autonomous Operations

Deploy and scale AI agents and automation across detection, triage, remediation, and prevention. Drive adoption of intelligent systems while optimizing human-in-the-loop decision-making and progressing toward self-healing operations.

Observability, Data & Continuous Improvement

Partner with engineering and observability teams to enhance telemetry, monitoring, and diagnostics. Establish feedback loops that improve system design, resilience, and operational efficiency through data-driven insights.

Performance, Metrics & ROI

Define and manage KPIs that measure both operational performance and AI effectiveness, including automation rates, MTTR/MTTD improvements, and cost efficiency. Demonstrate measurable ROI from AI and automation investments.

Talent, Culture & Stakeholder Engagement

Build and lead a high-performing organization while fostering a culture of innovation, accountability, and AI adoption. Engage senior stakeholders, align with business priorities, and mentor teams to thrive in AI-augmented environments.

Technical Competencies

• Proven leadership in Production Operations, IT Command Center, and SRE environments
• Deep understanding of ITSM frameworks and incident management processes
• Experience with observability and monitoring platforms (e.g., Dynatrace, Splunk, Azure Monitor)
• Demonstrated experience implementing AIOps or AI-driven operational capabilities
• Strong understanding of AI/ML lifecycle, including deployment, monitoring, and governance
• Familiarity with agentic AI, automation frameworks, and orchestration tools
• Knowledge of data pipelines, telemetry, and analytics supporting AI systems
• Understanding of modern cloud and enterprise architecture principles

Core Competencies

• Strategic thinker with strong execution focus
• Exceptional leadership and ability to influence and drive change across the organization
• Strong communication and stakeholder management capabilities
• Data-driven decision-making mindset
• Ability to lead large-scale transformation initiatives
• Passion for innovation and continuous learning

Goals and Objectives

• Achieve 30–40% reduction in MTTD and MTTR within the first year
• Enable 40–60% automation of incident triage and resolution within 12–18 months
• Reduce manual operational effort by 30–50% through AI augmentation
• Prevent 50% of major incidents using predictive and proactive techniques
• Improve alert signal-to-noise ratio by 50% through AI-driven correlation
• Identify root cause for 70% of incidents within 30–45 minutes
• Deliver 3–5 enterprise AI use cases with measurable ROI
• Establish a roadmap toward autonomous, self-healing operations

Must be open to client travel as needed.

Perficient, Inc. proudly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Perficient, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Perficient, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans. Improper interference with the ability of Perficient, Inc. employees to perform their expected job duties is absolutely not tolerated.​

Disability Accommodations: Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, please contact us.​

Applications will be accepted until the position is filled or the posting is removed.​

The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $170,100 to $202,730. Please note that the salary range posted reflects the base salary only and does not include benefits or any potential variable compensation programs. Information regarding the benefits available for this position are in our benefits overview

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Perficient is the global AI and technology consulting firm disrupting the traditional consulting model. Powered by our 7,000+ advisors, engineers, and designers, Perficient implements AI-first solutions that break conventions and deliver outcomes that matter. Proudly serving clients that represent the world’s most innovative brands, and in collaboration with our powerful technology partner ecosystem, we bring deep industry expertise and data-driven design to redefine how businesses run and succeed. Perficient is different. For real. Learn more at perficient.com