About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Responsibilities</b></H2> </div><div><p>1. Platform Architecture Ownership<br> a. Define end-to-end architecture for: ServiceNow-based ITSM / ITOM platforms, Network Observability stack (Elastic, telemetry pipelines, AIOps integrations), Automation and orchestration layers, Infrastructure Platforms running Containers e.g Red Hat OpenShift</p> <p> b. Design scalable multi-tenant or single-tenant managed service platforms.</p> <p> c. Establish integration patterns between: ServiceNow CMDB & ITOM, Elastic Observability / SIEM, Infrastructure telemetry (network, cloud, telco core, etc.)</p> <p> c. Ensure platform alignment to security frameworks (NIST, Zero Trust where applicable).<br> <br>2. ServiceNow Architecture & Governance<br> a. Architect ServiceNow modules including: ITSM, ITOM (Discovery, Event Management), CMDB governance, Service Mapping, Automation workflows<br> b. Define platform operating model (Dev/Test/Prod governance).<br> c. Drive ServiceNow as the single pane of operational truth.<br> d. Ensure integration with observability stack for automated incident correlation.<br> <br>3. Network Observability & Elastic Stack Leadership<br> a. Architect telemetry ingestion pipeline - Logs, Metrics, Traces, Network flows<br> b. Design Elastic-based observability platform including:Logstash / Beats, Elasticsearch, Kibana dashboards<br> c. Integrate observability insights into ServiceNow for automated ticketing.<br> d. Enable AIOps use cases for proactive detection and noise reduction.<br> e. Build use cases around:Network performance monitoring, Private cloud visibility, Telco/private mobile core observability, CII-grade monitoring<br> <br>4. Service Offering Development & Commercialisation<br> a. Translate platform capabilities into market-ready offerings: Managed ITSM, Managed Observability, Managed Network & Infrastructure, Automation- as-a-Service<br> b. Define: Service catalogues, SLAs / XLAs, Operating models, Tiered service packages<br> c. Collaborate with Sales & Pre-sales to:Position differentiated offerings, Develop solution playbooks, Create reusable reference architectures<br> d. Own cost modelling and margin protection.<br> <br>5. Leadership & People Management<br> A. Architecture Team Leadership<br> • Lead and manage a team of domain architects across: Cloud & Private Cloud, Enterprise Network, ServiceNow, Observability / Data platforms<br> • Establish architecture governance board.<br> • Define architecture standards and reusable reference patterns.<br> • Mentor and develop senior architects.<br> • Ensure cross-domain integration discipline (no siloed designs).<br> <br> B. Engineering & SRE Team Leadership<br> • Oversee Site Reliability Engineering (SRE) team responsible for:Platform availability & uptime, Reliability engineering, Capacity planning, Automation & self-healing mechanisms<br> • Define SRE operating model:Error budgets, Reliability KPIs, MTTR reduction targets, <br> • Drive DevOps / DevSecOps alignment.<br> • Ensure platform reliability aligns with SLA commitments.<br> • Embed observability-first mindset into engineering culture.<br> <br> C. Talent Development & Capability Building<br> • Define skill roadmap for:ServiceNow architects, Elastic engineers, Automation engineers, SREs<br> • Identify skill gaps and develop hiring plan.<br> • Build internal platform centre-of-excellence (CoE).<br> • Establish succession planning for senior architecture roles.<br> <br>6. Governance & Risk Management<br> • Establish architecture review boards.<br> • Ensure CMDB integrity and data governance.<br> • Embed observability into cybersecurity posture.<br> • Ensure platform scalability and resilience.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Requirements</b></H2> </div><div><p><span style="font-size:10.0pt">• At least 15 years in enterprise infrastructure or managed services with at least </span><span style="font-size:10.0pt">5 years in enterprise architecture leadership position(s).</span><br><span style="font-size:10.0pt">• Deep hands-on or architectural experience in: </span><br><span style="font-size:10.0pt">o ServiceNow (ITSM, ITOM, CMDB)</span><br><span style="font-size:10.0pt">o Elastic Stack / network observability platforms</span><br><span style="font-size:10.0pt">o Automation & event correlation</span><br><span style="font-size:10.0pt">• Experience designing managed service platforms.</span><br><span style="font-size:10.0pt">• Experience in SI, telco-integrator, or large MSP environment.</span><br><span style="font-size:10.0pt"> </span><br><span style="font-size:10.0pt">Preferred Certifications</span><br><span style="font-size:10.0pt">• ServiceNow CSA / CIS-ITSM / CIS-ITOM</span><br><span style="font-size:10.0pt">• Elastic Certified Engineer (advantageous)</span><br><span style="font-size:10.0pt">• TOGAF</span><br><span style="font-size:10.0pt">• ITIL</span><br><span style="font-size:10.0pt">• Certifications on Private Cloud Containers platform e.g Red Hat OpenShift will be advantageous</span><br><span style="font-size:10.0pt"> </span><br><span style="font-size:10.0pt">Ideal Candidate Profile</span><br><span style="font-size:10.0pt">This role is ideal for someone who:</span><br><span style="font-size:10.0pt">• Understands both architecture and operations</span><br><span style="font-size:10.0pt">• Can convert technology into repeatable service offerings</span><br><span style="font-size:10.0pt">• Thinks in terms of platform scalability and commercial viability</span></p></div></div></div>