AI Incident and Problem Management Lead

Responsibilities

• Lead the design and implementation of Agentic AI operating models to enable autonomous, end-to-end service management workflows.
• Architect and deploy Agentic AI systems capable of autonomously classifying, routing, investigating, and resolving incidents.
• Design agent orchestration frameworks to coordinate multiple specialized AI agents across monitoring, diagnosis, and remediation tasks.
• Deploy Agentic AI capabilities for autonomous root cause analysis (RCA) and proactive pattern recognition across large datasets.
• Establish governance and traceability standards for agentic decision-making, including audit trails and human-in-the-loop escalation paths.
• Serve as a trusted advisor to senior leaders on service stability, agentic automation strategy, and systemic risk.
• Oversee real-time monitoring and dashboards using AIOps platforms and ServiceNow to ensure operational visibility.

Requirements

• Master's degree with 5 years of experience or Bachelor's degree with 7 years of relevant experience in computer science, IT, or engineering.
• Hands-on experience designing, deploying, and governing Agentic AI systems and multi-agent orchestration frameworks.
• Deep expertise in AIOps platforms, observability tooling, and AI-driven automation for incident and problem management.
• Experience managing incidents across AI-enabled services, including failure mode analysis and agent oversight.
• Familiarity with AI agent frameworks such as LangGraph, AutoGen, CrewAI, or equivalent enterprise orchestration tools.
• Knowledge of ITIL 4, Agile, and SAFe methodologies.

Preferred Qualifications

• Hands-on experience with ServiceNow ITSM, including integration with Azure DevOps and ServiceNow Performance Analytics.
• Experience governing Incident and Problem Management in Azure DevOps (ADO) and product-centric environments.
• Certifications in AI engineering, agentic systems, or intelligent automation (e.g., Microsoft Azure AI Engineer Associate).

About the Company

The World Bank Group (WBG) is a unique partnership of five global institutions dedicated to ending poverty, increasing shared prosperity, and promoting sustainable development. The Information and Technology Solutions (ITS) unit delivers transformative technologies to staff in over 150 locations worldwide to support the Bank's global mission.