AI & Automation Operations Manager

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Function: Technology Product & Platform Management Job Sub Function: Technology Operations Support Job Category: Scientific/Technology All Job Posting Locations: Raritan, New Jersey, United States of America, Singapore, Singapore Job Description: AI & Automation Operations Manager Position Summary The AI & Automation Operations Manager will lead the design, implementation, and operationalization of AI-driven workflows, intelligent automation, and observability capabilities across IT Operations and IT Service Management (ITSM). This role is responsible for advancing the organization's journey toward AI-augmented and autonomous operations by leveraging AIOps, Observability tools, Service Now and Generative AI technologies to improve service reliability, reduce operational risk, and accelerate incident resolution. The role will also provide operational support within the Digital Command Center (DCC), supporting major incident management, executive communications, and continuous service improvement initiatives. Key Responsibilities Primary Responsibilities AI Incident Management Design and implement AI-powered workflows for incident detection, triage, categorization, prioritization, and routing. Develop AI-assisted root cause analysis, incident enrichment, and predictive incident management capabilities. Create intelligent remediation runbooks and automated response workflows. Drive reduction of alert noise through event correlation and service intelligence. AI-Driven Problem & Change Management Build workflows that identify recurring issues and proactively generate problem investigations. Implement AI-enabled trend analysis, risk scoring, and change impact assessments. Support automated generation of knowledge articles, PIR summaries, and operational insights. AI-Augmented Autonomous Operations Develop self-healing and closed-loop remediation capabilities. Expand automation across observability tools and ITSM processes. Establish governance and operational controls for AI-enabled decision-making and autonomous actions. Create dashboards and metrics to demonstrate operational efficiency, reliability improvements, and business value realization. Secondary Responsibilities Digital Command Center (DCC) Operations 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. Support Incident, Problem, Change, and Knowledge Management governance activities. Drive continuous improvement initiatives to enhance operational maturity and resiliency. Required Qualifications & Skills Experience 5+ years of experience in monitoring, event management, AIOps, observability, production engineering, Site Reliability Engineering (SRE), or IT operations. 3+ years of hands-on Observability agentic workflows and Service Now 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. Technical Skills Strong Splunk, Now Assist development and troubleshooting skills. Experience with data onboarding, event normalization, MCP service modeling, KPI creation, dashboard development, and analytics. Knowledge of Generative AI, AI Agents, Copilot technologies, and AI-assisted workflow design. Experience with Python, PowerShell, Bash, REST APIs, or similar automation technologies. Experience integrating observability, monitoring, cloud, and ITSM platforms. Strong understanding of Incident, Problem, Change, and Knowledge Management processes. Experience with ServiceNow or equivalent ITSM platforms. Leadership & Collaboration Excellent communication, documentation, and stakeholder management skills. Ability to lead under pressure during critical incidents and service disruptions. Strong analytical, problem-solving, and continuous improvement mindset. Experience working effectively within global, cross-functional delivery teams. Preferred Qualifications ITIL certification. Splunk Power User, Admin, Architect, or ITSI certifications. ServiceNow certifications. AI, Machine Learning, Data Analytics, or Automation certifications. Cloud certifications (AWS, Azure, or GCP). Experience implementing autonomous operations or self-healing platforms. Required Skills: Preferred Skills: Critical Thinking, Cross-Functional Collaboration, Empowering People, Human-Computer Interaction (HCI), Industry Analysis, Operational Excellence, Organizing, Product Knowledge, Product Lifecycle Management (PLM), Program Management, Quality Assurance (QA), Resource Planning, Service Request Management, Software Development Management, Technical Credibility, Technical Support, Technical Writing The anticipated base pay range for this position is : $102,000.00 - $177,100.00 Additional Description for Pay Transparency: Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Company’s long-term incentive program. Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits: Vacation –120 hours per calendar year Sick time - 40 hours per calendar year; for employees who reside in the State