Director, AI Ops, Incident & Level 2 App Support
Ports North
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Job summary
Ports North in Baltimore seeks a seasoned Vice President - Director to lead AI Operations, Incident Management, Problem Management, and Level 2 Application Support. The role drives strategy, execution, and continuous improvement to minimize incidents and maximize service availability across enterprise platforms.
The ideal candidate has a strong technology operations background, a passion for automation, observability, and data-driven decisions, and will partner with Engineering, Infrastructure,
Qualifications
- Bachelor’s degree in CS/IT/Engineering or related field; advanced degree preferred.
- 10+ years in technology with enterprise-scale ops leadership.
- 7+ years leading incident, site reliability, or production operations.
- Extensive experience in enterprise Incident and Problem Management.
- Strong executive communication and cross-functional influence.
Responsibilities
- Define and execute the strategy and roadmap for Incident and Problem Management and Level 2 Application Support.
- Lead enterprise Incident Management with executive governance and incident response playbooks.
- Drive AI Ops and automation to reduce incidents and improve service restoration.
- Partner with Engineering, Infrastructure, Architecture, Cybersecurity, and Product.
- Develop reporting and dashboards for problem trends and remediation effectiveness.
- Foster blameless culture and continuous improvement.
Skills
Education
Tools
Job description
Ports North in Baltimore seeks a seasoned Vice President - Director to lead AI Operations, Incident Management, Problem Management, and Level 2 Application Support. The role drives strategy, execution, and continuous improvement to minimize incidents and maximize service availability across enterprise platforms.
The ideal candidate has a strong technology operations background, a passion for automation, observability, and data-driven decisions, and will partner with Engineering, Infrastructure,
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