Vice President – Director, AI Ops, Incident and Problem Management

We are seeking an experienced and dynamic Vice President Director responsible for AI Operations Incident Management Problem Management and Level 2 Application Support. This senior leader will be accountable for the strategy execution and continuous improvement of enterprise Incident Management Problem Management and Level 2 Application Support capabilities with a desired outcome of minimizing incidents and maximizing service availability.

The ideal candidate will possess a strong technology operational leadership background and a passion for building modern proactive operations organizations that leverage automation observability artificial intelligence and data-driven decision-making.

This leader will drive the transformation from reactive support models toward predictive and preventative operations through the adoption of AI Ops intelligent automation and continuous service improvement practices.

This role will partner closely with Engineering Infrastructure Architecture Cybersecurity Product and Business stakeholders to improve operational resilience reduce customer-impacting incidents accelerate restoration times eliminate recurring issues and enhance the overall customer and team member experience.

Responsibilities

Develop Strategy and Vision

Define and execute the enterprise strategy and roadmap for Incident Management Problem Management and Level 2 Application Support.

Establish a long-term vision for operational excellence resiliency service restoration and issue prevention.

Develop and maintain organizational goals key performance indicators (KPIs) and operational maturity targets.

Ensure alignment between operational priorities business objectives customer experience goals and technology strategy.

Lead Incident Management

Provide executive leadership and governance for major incident management across the enterprise.

Establish and continuously improve incident response processes escalation procedures communication standards and operational playbooks.

Ensure rapid and effective coordination across Technology teams during critical incidents.

Drive improvements in Mean Time to Detect (MTTD) Mean Time to Restore Service (MTTR) customer impact measurement and incident communications.

Partner with Observability Monitoring Infrastructure and Application teams to improve detection diagnosis and recovery capabilities.

Lead executive communications during significant customer or business impacting events.

Lead Problem Management and Continuous Improvement

Own the enterprise Problem Management practice and associated governance.

Establish rigorous root cause analysis standards and ensure corrective actions are identified prioritized and completed.

Analyze operational trends recurring incidents and systemic risks to identify opportunities for stability improvements.

Drive initiatives that eliminate recurring issues reduce operational toil and improve overall platform reliability.

Develop reporting and executive dashboards that measure problem trends and remediation effectiveness.

Foster a blameless culture focused on prevention rather than reaction.

Lead Level 2 Application Support

Provide leadership for Level 2 Application Support teams responsible for diagnosing troubleshooting and restoring application services.

Establish support models staffing strategies and operational procedures aligned to business priorities and customer outcomes.

Ensure Standard Operating Procedures (SOPs) knowledge articles runbooks and troubleshooting guides remain current and effective.

Partner closely with Level 3 Engineering teams to improve supportability logging instrumentation diagnostics and operational readiness.

Ensure support teams are prepared to support new technologies platforms and application releases.

Drive consistency and excellence across all application support functions.

Advance AI Ops and Intelligent Automation

Develop and execute an enterprise AI Ops strategy that transforms incident detection diagnosis correlation prediction and remediation.

Leverage machine learning event correlation predictive analytics and automation technologies to identify operational issues before customer impact occurs.

Drive adoption of intelligent alerting automated triage automated root cause identification and self-healing capabilities.

Partner with Observability Engineering and Data teams to build operational intelligence platforms that reduce noise improve signal quality and accelerate resolution.

Identify opportunities to automate repetitive support incident response and problem management activities through workflows orchestration scripting and AI-enabled solutions.

Establish measurable targets for automation adoption operational efficiency incident reduction and support productivity improvements.

Continuously evaluate emerging AI automation and operational technologies to enhance operational resilience and effectiveness.

Collaboration and Stakeholder Engagement

Build strong partnerships across Engineering Infrastructure Architecture Cybersecurity Product Risk Compliance and Operations organizations.

Influence operational priorities and investment decisions through data-driven recommendations.

Lead governance forums focused on operational stability incident trends problem remediation and service performance.

Present operational performance risk assessments and strategic recommendations to senior executives and stakeholders.

Serve as a champion for operational excellence and customer-centric decision making throughout the organization.

Team Leadership and Organizational Development

Lead develop and mentor leaders and teams responsible for Incident Management Problem Management and Level 2 Application Support.

Build a high-performing organization focused on accountability innovation operational rigor and continuous learning.

Foster an environment that encourages collaboration ownership and professional development.

Develop succession plans and talent strategies to ensure long-term organizational effectiveness.

Promote a culture of continuous improvement automation and operational excellence.

Requirements

Bachelors degree in Computer Science Information Technology Engineering or a related field. Advanced degree preferred.

10 years of progressive experience within Technology organizations supporting large-scale enterprise environments.

7 years of leadership experience managing operational support incident management site reliability production operations or related functions.

Extensive experience leading enterprise Incident Management and Problem Management programs.

Demonstrated experience managing large-scale customer-impacting incidents and operational recovery efforts.

Strong understanding of application architectures cloud platforms infrastructure technologies and distributed systems.

Experience with observability monitoring event management and operational intelligence platforms.

Proven experience implementing automation orchestration or AI-driven operational solutions.

Strong analytical problem-solving and decision-making skills.

Excellent communication facilitation and executive presentation skills.

Proven ability to influence and lead cross-functional teams in complex enterprise environments.

Experience establishing operational metrics KPIs SLOs and continuous improvement programs.

Ability to balance strategic leadership with operational execution.

Preferred Qualifications

Experience with AI Ops platforms

Experience with observability and monitoring platforms such as Grafana Elastic OpenTelemetry BigPanda OpsRamp or similar technologies.

Experience within highly regulated industries such as financial services.

Knowledge of cloud platforms including AWS Azure or Google Cloud Platform.

Who we Are

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912 weve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans credit cards and other products help people borrow better and work toward a brighter future.

Driven collaborators and innovators our team thrives on transformative digital thinking customer-first energy and flexible work arrangements that grow lives careers and our company. At every level were committed to an inclusive culture career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. Theres never been a better time to shine with OneMain.

Because team members at their best means OneMain at our best we provide opportunities and benefits that make their health and careers a priority. Thats why weve packed our comprehensive benefits package for full- and some part-timers with:

Health and wellbeing options including medical prescription dental vision hearing accident hospital indemnity and life insurances

Up to 4% matching 401(k)

Employee Stock Purchase Plan (10% share discount)

Tuition reimbursement

Paid time off (15 days vacation per year plus 2 personal days prorated based on start date)

Paid sick leave as determined by state or local ordinance prorated based on start date

Paid holidays (7 days per year based on start date)

Paid volunteer time (3 days per year prorated based on start date)

Target base salary range is $180K-$210K which is based on various factors including skills and work addition to base salary this role is eligible for a competitive compensation program that is based on individual and company performance.

OneMain Holdings Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age ancestry citizenship status color creed culture disability ethnicity gender gender identity or expression genetic information or history marital status military status national origin nationality pregnancy race religion sex sexual orientation socioeconomic status transgender or on any other basis protected by law.