Senior AI Ops & Incident/Site Reliability Engineer

Perficient • Boston, MA

3d • Hybrid

About The Position

We are seeking a Senior AIOps and Incident/Site Reliability Engineer to lead incident management, operational resilience, and intelligent automation initiatives across enterprise technology environments. This role will partner with Network Operations Center (NOC), Infrastructure Operations, Cloud Engineering, DevOps, and Application Support teams to proactively detect, respond to, and prevent technology incidents. The ideal candidate combines hands-on incident management expertise with experience implementing observability, automation, and AI-driven operational solutions to improve system reliability, reduce operational overhead, and enhance customer experience. The candidate should possess deep expertise in AIOps, ITSM, ITIL, SRE, Incident Management, Cloud Operations, and Enterprise Infrastructure. This is a hybrid role requiring on-site attendance up to three days per week.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience).
• 8+ years of experience in IT Operations, Site Reliability Engineering, Infrastructure Operations, Network Operations, or Production Support environments.
• 5+ years of experience leading incident management, operational transformation, or reliability engineering initiatives.
• Strong experience with: Site Reliability Engineering (SRE)
• IT Service Management (ITSM)
• ITIL Framework
• Incident, Problem, Change, and Event Management
• Network Operations Center (NOC)
• Infrastructure Operations
• Service Desk Operations
• Application Production Support
• Cloud Platforms (AWS, Azure, or GCP)
• DevOps Practices and Toolchains
• Hands-on experience with Dynatrace, monitoring platforms, and observability solutions.
• Experience using ServiceNow for ticketing, workflow automation, and service management.
• Strong understanding of infrastructure, networking, cloud architecture, and enterprise application ecosystems.
• Proven experience conducting root cause analysis and implementing preventive controls.
• Experience leading enterprise AIOps implementations.
• Experience building AI-powered operational agents and intelligent automation solutions.

Nice To Haves

• Certifications such as: ITIL Foundation or ITIL Managing Professional Certified
• Site Reliability Engineer (SRE)
• AWS, Azure, or Google Cloud certifications
• ServiceNow certifications
• Experience with workflow orchestration and enterprise automation platforms.
• Familiarity with predictive analytics, machine learning operations, and autonomous operations frameworks.

Responsibilities

• Monitor, document, and analyze major incident response efforts and service recovery activities.
• Serve as a senior escalation point for Tier 1 and Tier 2 operational incidents.
• Conduct incident reviews, root cause analysis, and corrective action planning.
• Improve Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
• Implement SRE practices to improve platform reliability, scalability, and resiliency.
• Define and monitor SLAs, SLOs, and operational KPIs.
• Develop proactive reliability and availability strategies.
• Implement AIOps solutions to automate incident detection, diagnosis, remediation, and prevention.
• Build and optimize AI-powered operational agents and self-healing workflows.
• Reduce operational effort through intelligent automation.
• Lead enterprise monitoring initiatives using Dynatrace and related observability platforms.
• Improve visibility across cloud, infrastructure, applications, and user experiences.
• Enable predictive monitoring and anomaly detection.
• Develop and enhance incident, problem, change, and event management frameworks aligned with ITIL and ITSM best practices.
• Leverage ServiceNow workflow automation to improve service delivery.
• Partner with Infrastructure, DevOps, Cloud, Security, Application Development, and NOC teams.
• Mentor operational teams and promote an automation-first culture.

Benefits

• 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.
• Compliance with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
• Barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
• Information regarding the benefits available for this position are in our benefits overview.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior