Director of AIOps

Thomson Reuters•Frisco, TX

5d•Hybrid

About The Position

Thomson Reuters is transforming its Service Management into a proactive, intelligence-driven organization by building an AI-native, autonomy-ready function that delivers predictive insights and automated resolutions. The AI Operations and Automation function serves as the intelligence layer, or "brain," of this model. This role is crucial for developing and deploying AI/ML capabilities and automation logic to drive predictive, autonomic IT operations. The Director of AIOps will lead this function, acting as a hands-on "player-coach" to guide a team of ML, automation, and AIOps engineers. The core responsibility is to own the capabilities that detect issues before they impact customers, correlate signals, and automate incident resolution. A key mandate is to define and implement "L0," an autonomous tier where AI and automation act ahead of the Global Command Center (GCC), reducing Mean Time To Resolve (MTTR) and preventing incidents. Human responders will operate as "L1" for exceptions, with humans in the loop for oversight.

Requirements

Minimum of 10 years of industry experience in technology operations, DevOps, SRE, or platform engineering.
At least 2 years in a hands-on AIOps leadership role.
Bachelor's degree in a technical field (Computer Science, Engineering, or Data Science) required.
Deep, hands-on experience applying AI/ML to IT operations (event correlation, anomaly detection, predictive incident modeling, noise reduction at enterprise scale).
Grounded in the data science of operations (time-series analysis, classification, precision/recall, retraining on operational feedback).
Fluency with AIOps platforms (e.g., ServiceNow Event Management, or comparable commercial or open-source AIOps tooling) and telemetry pipelines.
Proven experience designing and scaling automated remediation, orchestration, and self-healing runbooks in production.
Experience treating automated remediation as software engineering (reusable libraries, testing, version control, measurable toil reduction).
Experience establishing autonomous operating tiers (e.g., AI and automation "L0" ahead of human responders), including decision gates, readiness criteria, and guardrails.
Strong background in observability and event management.
Track record of defining and driving operational outcomes (MTTR, MTTD, auto-resolution rate, availability/SLOs).
Hands-on fluency with modern AI and agentic tooling for operations (LLM-assisted RCA, agentic SRE tools).
Demonstrated ability to lead and grow small, high-caliber engineering and AI operations teams (AI/ML, automation, SRE) while remaining personally hands-on.
Technical depth to earn credibility and organizational clout/stakeholder skills to drive change across operations, data, governance, and engineering.
Maintain a clear build-vs-run separation with the Global Command Center.

Nice To Haves

Master's degree preferred.
Relevant certifications (cloud, ML, SRE, ITIL, or ServiceNow) preferred.
An honest understanding of failure modes for AI and agentic tooling.

Responsibilities

Lead the newly-formed AIOps (AI Operations and Automation) function, building and deploying AI/ML models and automation logic for predictive, autonomic operations.
Recruit, build, and lead a high-performing team of AIOps architects, ML engineers, and automation engineers, providing technical direction as a hands-on player-coach.
Select, architect, and own the AIOps platform and telemetry pipeline, including ServiceNow Event Management, correlation, enrichment, and custom/third-party tooling.
Mature the observability practice across metrics, logs, traces, and events, instrumenting for machines rather than dashboards.
Design event correlation and noise-reduction logic to reduce redundant alerts into actionable incidents (targeting a 50%+ reduction in alert noise).
Build anomaly-detection and predictive incident models to surface silent failures before customer impact.
Develop automated remediation logic, multi-step automations, and self-healing runbooks to resolve issues without human intervention (driving a 40–60% MTTR reduction for automation-eligible incidents).
Treat automated remediation as production software, with testing, version control, and rollback readiness.
Drive and implement the concept of "L0" across Service Management, establishing an autonomous tier where AI-driven proactive resolutions operate as L0.
Build AI-driven change risk-scoring models and LLM-based operational assistants to strengthen governance and accelerate root-cause analysis.
Own the AIOps roadmap and shared operational OKRs (e.g., percentage of incidents auto-resolved, MTTR reduction, prediction precision/recall).
Partner across Service Management functions (Service Data and Insights, Configuration and Topology, Workflow Engineering, GCC) with a clear "build vs. run" separation of concerns.

Benefits

Flexible hybrid working environment
Flex My Way policies for work-life balance
Work from anywhere for up to 8 weeks per year
Culture of continuous learning and skill development
Grow My Way programming
Skills-first approach
Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
Globally recognized, award-winning reputation for inclusion and belonging
Two paid volunteer days off annually
Opportunities for pro-bono consulting projects and ESG initiatives
Market competitive health, dental, vision, disability, and life insurance programs
Competitive 401k plan with company match
Competitive vacation, sick and safe paid time off
Paid holidays
Parental leave
Sabbatical leave
Optional hospital, accident and sickness insurance (paid 100% by employee)
Optional life and AD&D insurance (paid 100% by 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
Access to Employee Stock Purchase Plan
Annual Bonus based on enterprise and individual performance