Senior Manager – AIOps and Major Incident Orchestration

Thomson Reuters•Frisco, TX

5d•$102,200 - $189,800•Hybrid

About The Position

Are you ready to help transform how Thomson Reuters detects, orchestrates, and resolves critical technology incidents through AI-driven operations? At Thomson Reuters, we build technology that helps professionals pursue justice, truth, and transparency. As we continue evolving toward AI-enabled, automation-first operations, we are expanding our Major Incident Management function. We are seeking a Senior Manager, AIOps and Major Incident Orchestration to serve as a senior escalation point and incident command leader while driving the design and implementation of enterprise-wide AIOps and orchestration capabilities. This is a senior individual contributor role focused on high-priority enterprise service disruptions — not cybersecurity incident response. The role sits at the intersection of real-time incident command and intelligent automation, combining hands-on leadership during the enterprise's most critical moments with the strategic work of modernizing how we respond to and prevent Major Incidents.

Requirements

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.

Nice To Haves

Hands-on experience with AIOps, observability, or automation platforms such as Datadog, Dynatrace, Splunk, PagerDuty, BigPanda, or Moogsoft.
Experience with incident orchestration tools such as Incident.io, FireHydrant, Rootly, or ServiceNow automation/workflow capabilities.
Familiarity with cloud-native environments, including AWS, Azure, or GCP, and microservices architectures.
Experience supporting or working alongside Site Reliability Engineering, platform engineering, or DevOps teams.
ITIL 4 Foundation or Managing Professional certification.
Interest in or exposure to AI/ML applications in IT operations, including LLM-powered tooling, agentic automation, or AI copilot integrations.

Responsibilities

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.

Benefits

Flexible hybrid working environment (2-3 days a week in the office depending on the role)
Flex My Way policies designed to help manage personal and professional responsibilities
Work from anywhere for up to 8 weeks per year
Career Development and Growth opportunities
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, flexibility, work-life balance
Two paid volunteer days off annually
Opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (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 (including two company mental health days off)
Parental leave
Sabbatical leave
Optional hospital, accident and sickness insurance paid 100% by the employee
Optional life and AD&D insurance paid 100% by the 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 a combination of enterprise and individual performance