Senior Infra Ops Engineer: AI-Driven Incident Response

The Hartford; Charlotte (NC); Hybrid; USD 117,000 - 175,000; Full time

Job summary

The Hartford in Charlotte, NC seeks a Senior IT Engineer to lead AI-driven incident operations within the Technology Command Center. You will leverage agentic AI to rapidly identify, assess, and resolve critical service issues, partnering with cross-functional teams to restore services.

This hybrid role requires 3 days in the office (Tue–Thu) in Charlotte or Hartford, CT, and offers a base pay range of $116,800 to $175,200 annually, with additional bonuses and incentives as part of The

Qualifications

• 8+ years' experience in monitoring and observability tools.
• Experience in AI-driven data analysis and problem solving.
• AI tool proficiency including prompt engineering.
• Familiarity with ITSM and incident management processes.
• Understanding of event correlation, alert prioritization, service impact analysis.
• Strong analytical thinking and ability to work under pressure.

Responsibilities

• Manage technical and executive communication for major incidents.
• Perform alert triage, correlation, and initial impact assessment to separate actionable events from non-actionable noise.
• Support major incident detection and escalation by validating symptoms, confirming affected services, and engaging resolver teams.
• Use standard operating procedures, runbooks, and decision frameworks to investigate, prioritize, and elevate events.
• Maintain situational awareness during active events; document event patterns and operational observations.
• Promote events to incidents when thresholds are met; partner with internal and external teams during restoration activities.
• Identify opportunities to improve monitoring effectiveness, event quality, automation, and operational readiness.

Skills

Monitoring & observability

AI-driven data analysis

Prompt engineering

ITSM familiarity

Incident management under pressure

Analytical thinking

Tools

Splunk

Dynatrace

ITSI

Moogsoft

ThousandEyes

Job description

The Hartford in Charlotte, NC seeks a Senior IT Engineer to lead AI-driven incident operations within the Technology Command Center. You will leverage agentic AI to rapidly identify, assess, and resolve critical service issues, partnering with cross-functional teams to restore services.

This hybrid role requires 3 days in the office (Tue–Thu) in Charlotte or Hartford, CT, and offers a base pay range of $116,800 to $175,200 annually, with additional bonuses and incentives as part of The