Senior Product Architect, IT Operations

Senior Product Architect, IT Operations

The Role

We are looking for a Senior Product Architect to lead the architecture of our AI-native IT operations product: a unified workspace for escalated incidents, changes and requests. It combines workflow and LLM-based agentic orchestration, real-time AI assistance, and a trusted knowledge engine.

This multidisciplinary role brings together ITSM, automation, AI governance, and knowledge and data architecture to shape one coherent, evolving product.

What You Will OWn

- Define the end-to-end architecture for incident, change and request management across a multi-tenant, multi-customer operation, including SLAs, compliance, workforce scheduling and capacity planning.

- Design an orchestration layer that turns monitoring signals into automated resolution, using deterministic workflows for known issues and agentic orchestration where context, judgement and adaptation are required.

- Establish the AI control plane for agent permissions, oversight and safe hand-offs between automated and human-led action.

- Architect real-time AI capabilities across voice, chat and email to guide support teams, assist major incident commanders, and generate post-incident analysis and crisis communications.

- Define the knowledge-engine architecture and governance model, keeping operational knowledge, incident patterns, automations and agent skills current and approved for use.

- Produce implementation-ready architecture and provide technical authority throughout delivery.

- Advise senior operations, product and engineering stakeholders, turning competing demands into clear architectural direction.

What You bring

Operations and ITSM Architecture

- Proven experience architecting enterprise ITSM solutions across incident, change, problem and request management.

- Deep understanding of major incident management, SLA governance, compliance reporting and multi-tenant service delivery.

- Experience designing for managed-services or shared-operations environments.

AI-Assisted Operations and Automation

- Practical experience designing AI-assisted capabilities using natural language processing, speech analytics, retrieval-augmented generation (RAG) and vector search.

- Experience with workflow and LLM orchestration frameworks, such as Conductor, Kestra, LangChain or LangGraph, including event-driven automation triggered by monitoring and observability signals.

- Understanding of AI control-plane design, including agent permissions, oversight and human-in-the-loop workflows.

Knowledge and Data Architecture

- Experience designing knowledge taxonomies or graphs that connect documentation, incident history, automations and agent capabilities.

- Experience applying “as-code” practices to keep operational knowledge governed and version-controlled.

- Ability to design ingestion and quality pipelines for a large, fast-moving knowledge base.

Architecture Leadership and Advisory

- Executive-level communication and advisory skills, with the confidence to frame options, explain trade-offs and recommend a direction.

- Strong architecture writing and visual communication skills, producing clear, consistent and delivery-ready artefacts.

- Inclusive technical leadership, with the ability to influence decisions, mentor others and build alignment across product, engineering, operations and security.

- Experience architecting multi-tenant products across Azure and AWS, including identity, access and integration with customer platforms such as ServiceNow.

- Strong architectural understanding of CI/CD, enterprise networking and security controls for resilient, automated delivery.

What We Offer

- Shape an AI-native operations product with global reach.

- Influence how automation, AI and human expertise transform IT operations across a growing customer estate.

- Work with senior stakeholders, product leaders and global architecture communities.