AI Operations & Incident Management Lead

Johnson Johnson; Raritan (NJ); On-site; USD 140,000 - 190,000; Full time

Job summary

Johnson & Johnson is seeking an AI & Automation Operations Manager to lead design, implementation, and operationalization of AI-driven workflows across IT Operations and ITSM. You will advance AI-augmented and autonomous operations using AIOps, Observability tools, ServiceNow, and Generative AI technologies to improve reliability and reduce risk.

You will support the Digital Command Center (DCC), major incidents, executive communications, and continuous service improvement initiatives across

Qualifications

• 5+ years of experience in monitoring, event management, AIOps, observability, production engineering, SRE, or IT operations.
• 3+ years hands-on Observability agentic workflows and ServiceNow Agent Orchestrator deployments for Operations Center environments.
• Proven experience implementing operational automation, orchestration, or AI-driven solutions.
• Experience supporting enterprise-scale applications and business-critical services.
• Experience leading or supporting major incident management activities.

Responsibilities

• AI-powered incident detection, triage, categorization, prioritization, and routing.
• AI-assisted root cause analysis, incident enrichment, and predictive incident management.
• Create intelligent remediation runbooks and automated response workflows.
• Drive reduction of alert noise through event correlation and service intelligence.
• Build workflows that identify recurring issues and proactively generate problem investigations.
• Develop self-healing and closed-loop remediation capabilities.
• Establish governance and operational controls for AI-enabled decision-making and autonomous actions.
• Create dashboards and metrics to demonstrate operational efficiency and business value realization.
• Serve as Incident Commander or Major Incident Manager during high-severity incidents.
• Lead cross-functional incident bridges and coordination efforts.
• Develop and deliver executive communications and stakeholder updates.

Skills

AIOps

Observability

SRE

IT ops

Monitoring

Event Mgmt

ServiceNow

Orchestrator

Automation

Enterprise Apps

Major Incidents

Communication

Stakeholder Mgmt

Cross-functional

Tools

Splunk

Now Assist

ServiceNow

REST APIs

Job description

Johnson & Johnson is seeking an AI & Automation Operations Manager to lead design, implementation, and operationalization of AI-driven workflows across IT Operations and ITSM. You will advance AI-augmented and autonomous operations using AIOps, Observability tools, ServiceNow, and Generative AI technologies to improve reliability and reduce risk.

You will support the Digital Command Center (DCC), major incidents, executive communications, and continuous service improvement initiatives across