Global IT Software Engineer Manager

About this role

Who We Are Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring com

Who We Are Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive. What You'll Do We are seeking an automation-first Platform Automation Engineer Manager to join our IT Operations team. The role is accountable for engineering and continuously expanding the automation that runs our day-to-day operational processes — systematically reducing ticket volumes, eliminating manual toil, and moving the function from reactive support toward proactive, self-healing, autonomous operations. The successful candidate will automate the core workflows of a 24x7 operations centre, from event detection and triage through runbook-driven auto-remediation and proactive anomaly detection, and will embed AI/LLM-powered intelligence to make operations increasingly autonomous. A working understanding of core reliability principles — SLIs, SLOs, error budgets, and toil reduction — is valued in this role, as these concepts increasingly inform how automation priorities are set and measured across the operation. Success is measured in operational outcomes: ticket deflection, reduced manual effort, faster resolution, higher SLA attainment, and a demonstrable shift from manual to autonomous operations. You will bridge the gap between traditional IT Operations and next-generation AI/LLM-powered automation — driving measurable improvements in SLA attainment, MTTR reduction, and operational efficiency across the enterprise. Operational Process Automation & Ticket Reduction • Own operational automation: lead the automation of core 24x7 operational processes — incident, request, monitoring-response, and routine operational tasks — with a primary mandate to eliminate tickets from the source with automation. • Build the runbook-automation library: convert manual operating procedures into reusable, event-driven, auto-remediation workflows, and continuously govern and expand the catalogue. • Deliver automation at scale: target measurable year-on-year reduction in manual tickets and operational toil across all managed services. Proactive & Autonomous Operations • Detect before it tickets: implement proactive anomaly detection and predictive alerting to identify and resolve issues before they become incidents or reach the operations queue. • Engineer toward lights-out operations: design closed-loop, self-healing automation that detects, diagnoses, and remediates without human intervention, advancing the operation toward autonomous running. • Embed AI/LLM intelligence: integrate Claude pipelines, OpenAI APIs, or equivalents into operational workflows for anomaly detection, alert summarization, predictive triage, and auto-resolution. Operational Toolchain & Integration • Unify the operational data fabric: develop and govern API-based integrations across ServiceNow, PagerDuty, Datadog, Splunk and equivalents for seamless end-to-end process orchestration. • Orchestrate cross-system workflows: design event-driven and scheduled automation — including human-in-the-loop approvals — using enterprise RPA/workflow platforms such as Automation Anywhere, Microsoft Power Automate, or n8n, or any additional BCG-approved toolsets. Reliability & Me