Description :

The Opportunity :

We are seeking a Principal AIOps Architect to lead the operational transformation for a strategic enterprise client.

In this role, you will act as the "AIOps Champion," sitting at the intersection of Service Delivery and Innovation.

You will not just manage the client's infrastructure; you will modernize it.

Your goal is to transition the engagement from a reactive "keep the lights on" model to a proactive, AI-driven "self-healing" operation.

You will be the primary technical advisor to the clients leadership, demonstrating how AIOps drives efficiency, reduces ticket volume, and improves user experience.

Key Responsibilities :

- Strategic Advisory : Partner with client stakeholders (CIO/VP of Ops) to define an AIOps roadmap that aligns with their digital transformation goals.

- Translate technical wins (e.g., "reduced noise by 40%") into business value (e.g., "saved 1,000 man-hours").

- Value Delivery : Lead the implementation of AI and Automation use cases that directly impact Managed Services KPIsspecifically focusing on Ticket Reduction, MTTR (Mean Time to Resolve) improvement, and SLA adherence.

- Architecture & Implementation : Design and deploy AIOps solutions (using tools like ServiceNow or custom stacks) to automate incident management, root cause analysis, and remediation.

- Governance & Adoption : Establish the governance framework for AIOps within the account.

- Mentor the delivery teams (L1/L2/L3 support) on adopting new AI-driven workflows and moving away from manual legacy processes.

- Innovation : Identify new opportunities within the client environment to introduce automation, upsell advanced capabilities, and future-proof the service delivery.

Required Qualifications :

Technical & Professional Must-Haves :

- Managed Services Experience : Proven background working in a Service Provider, Consultancy, or large-scale Managed Services environment.

- You understand SLAs, penalties, and the business of service delivery.

- AIOps/SRE Expertise : 8+ years in IT Operations, SRE, or DevOps, with specific experience implementing AIOps platforms (e.g., ScienceLogic, BigPanda, Moogsoft, Dynatrace, Elk Stack) in a complex enterprise environment.

- Automation Focus : Hands-on experience with automation/scripting (Python, Ansible, PowerShell) to drive Auto-Remediation and Self-Healing capabilities.

- Client Presence : Exceptional communication skills with the ability to present technical strategies to non-technical client leadership.

- You can articulate why we are automating a process, not just how.

- ITSM Knowledge : Deep understanding of ITIL processes (Incident, Change, Problem) and how AI disrupts/improves them.

- Experience with ServiceNow or similar ITSM tools is essential.

Good-to-Have (The "Consultant" Edge) :

- Transformation Track Record : Experience taking a legacy "people-heavy" support contract and transforming it into a "tech-led" automated service.

- Data & Analytics : Ability to build dashboards (PowerBI, Tableau, Grafana) that visualize the "Value of Automation" for the client QBRs (Quarterly Business Reviews).

- Certifications : ITIL v4 Managing Professional, AWS/Azure Solutions Architect, or specific AIOps tool certifications.