Head of Incident Operations & IT Command Center

Perficient•Creve Coeur, MO

8d•$170,100 - $202,730

About The Position

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. 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. Our Intelligent Automation experts help our clients bridge how work is performed today and how they want to work tomorrow, by leveraging DPA, RPA, and AI to align all aspects of the client’s operations. We partner with some of the most recognized brands in the business with equally matched partnerships. Together, we bring visions to life and drive value and efficiency through process improvement and technology integration.

Requirements

Leadership experience in operations, SRE, or AI transformation.
Experience with AI-powered operations (AIOps).
Experience with AI, automation, and agentic systems.
Experience in transforming operations from reactive to predictive and autonomous systems.
Experience partnering across engineering, platform, data, and business teams.
Experience in enhancing platform reliability, scalability, and operational excellence.
Experience in reducing human effort through AI augmentation.
Experience in thought leadership, client engagements, and sales pursuits.
Experience mentoring and developing talent.
Experience driving cultural transformation.
Experience establishing industry-leading practices in AI-powered operations.
Blend of operations leadership, engineering mindset, and strategic execution.

Responsibilities

Define and lead the enterprise strategy for AI-powered operations (AIOps).
Transform how incidents are detected, managed, prevented, and resolved.
Own the vision, roadmap, and execution of leveraging AI, automation, and agentic systems.
Drive improvements in operational efficiency, resilience, and cost optimization.
Lead the evolution from reactive, manual operations to predictive, data-driven, and autonomous systems.
Minimize business impact and maximize service reliability.
Partner across engineering, platform, data, and business teams to embed AI capabilities into the full incident lifecycle.
Enable proactive detection, intelligent triage, automated remediation, and continuous improvement.
Enhance advisor and investor experience by improving platform reliability, scalability, and operational excellence.
Reduce human effort through AI augmentation.
Contribute to thought leadership, client engagements, and sales pursuits.
Showcase advanced AI-driven operational capabilities.
Mentor and develop talent.
Drive cultural transformation.
Establish industry-leading practices in AI-powered operations.
Build a high-performing, intelligent Command Center capable of proactive incident detection, rapid resolution, and continuous service improvement.