AIops Lead

The candidate will have responsibilities across the following functions:

AI Engineering, Agentic Capability and Product Leadership:

• Lead the design, build, and operationalisation of agentic AI capabilities for event correlation, incident triage, service health assessment, knowledge retrieval, decision support, and bounded remediation.
• Own the product strategy, roadmap, backlog, release approach, and value measures for the TOC agentic capability.
• Design human + AI workflows with clear reasoning, planning, tool use, memory, identity, traceability, and auditability.
• Apply strong engineering judgement on code-first, low-code, multi-agent, and integration patterns based on risk, scale, control, and operational value.
• Ensure every AI capability is measurable, supportable, production-ready, and safe to operate in live service environments.
• Drive event-driven operations by treating logs, alerts, events, traces, service state, and customer impact signals as first-class operational data.
• Improve telemetry quality, signal ownership, service mapping, dependency data, and operational context so AI and humans can reason from reliable evidence.
• Create decision-oriented views that show what is at risk, what is credible, what action is safe, and what customer or business impact is likely.
• Use operational data to identify reliability trends, leading indicators, toil reduction opportunities, and commercial or business impact where relevant.

TOC Strategy, Operating Model and Service Design:

• Define the TOC agentic strategy and operating model, covering authority, workflows, incident handling, roles, governance, and execution boundaries.
• Establish the TOC as an event-driven control plane for live operational risk and customer-impacting technology events.
• Create a phased roadmap from MVP to scale, proving value early and building confidence for wider adoption.
• Clarify where TOC capability starts and stops, keeping product, platform, infrastructure, and support team accountability explicit.
• Use AI, automation, and operational context to improve incident detection, triage, escalation, recovery, and root cause learning.
• Reduce alert noise, duplicated effort, manual triage, and avoidable operational toil.
• Ensure the capability works across hybrid environments, including legacy platforms, cloud services, SaaS, networks, booking, and clinical systems where in scope.
• Build credibility by demonstrating measurable improvements in live service outcomes, not just prototypes.
• Create strong collaboration with product and domain owners so telemetry, automation, and delegated authority are used without weakening team accountability.
• Build the internal skills, standards, support model, and run-operate-improve disciplines needed to sustain the capability.
• Link roadmap priorities to measurable improvements in service reliability, operational effectiveness, and business impact.

Requirements:

• Experience in AI engineering, agentic systems, automation, and observability, with a track record of applying these capabilities to improve live service outcomes.
• Strong understanding of observability, telemetry, event management, service mapping, operational data quality, and the use of signals to support decision-making. Job Description.
• Experience introducing AI, automation, or AIOps capability into operational environments in a way that is safe, measurable, supportable, and adopted by users.
• Credibility in live-service environments, with enough Technology Operations knowledge to understand incidents, hand-offs, escalation, service continuity, and operational risk.
• Strong stakeholder leadership and communication skills, with the ability to influence senior leaders, engineers, operators, control functions, and suppliers.
• Experience building or leading multidisciplinary teams through transformation, ambiguity, and organisational change.

Particularly Relevant Experience:

• Experience with ServiceNow as the operational system of record, including incident and workflow integration.
• Experience with Google Cloud or comparable cloud platforms used for agentic and data workloads, including familiarity with patterns such as Gemini Enterprise Agent Platform, Python-based ADK development, Cloud Run services, managed or proxied MCP access, Apigee, BigQuery, Vertex AI, AlloyDB, GCS, and secure API mediation.
• Experience operating in regulated or high-control environments where resilience, auditability, customer impact, and control discipline are critical.