layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Vice President – Director, AI Ops, Incident and Problem Management at OneMain Financial

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.

· 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, we’ve 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, we’re 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. There’s 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. That’s why we’ve 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)

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

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