Senior Architect

Key Responsibilities:

·       Technology Operations Strategy

Define and lead the global Tech Ops strategy, aligning with business objectives, SLAs, and client expectations

Develop scalable and efficient operational frameworks to support the companys IT services and cloud-based delivery models.

·       Service Management & Delivery

Lead ITIL based service operations, including incident, problem, change, and capacity management across global accounts.

Drive service performance metrics including uptime, MTTR, SLA adherence, and cost efficiency.

Partner with client delivery leaders to standardize service delivery models across engagements.
Automation & Tooling

Champion the adoption of AIOps, DevOps, and RPA to reduce manual effort and improve operational agility.

Oversee implementation of tools for monitoring, observability, ticketing, asset management, and workflow automation (e.g., ServiceNow, Splunk, PagerDuty, Ansible).

·       Infrastructure & Platform Operations
Ensure robust operations across hybrid infrastructure (cloud/on-prem), network, databases, and application support.
Collaborate with Cloud/Infra teams to manage high-availability environments, disaster recovery plans, and system upgrades.
Governance & Compliance
Lead operational governance processes with clear dashboards, performance reviews, and reporting cadence.
Ensure compliance with internal policies and external regulatory standards (e.g., ISO 27001, SOC 2, GDPR).

·       Stakeholder & Client Engagement

Act as the senior point of escalation for operational issues and ensure timely resolution of incidents impacting clients or services.

Engage with clients and internal stakeholders to align technology operations with business priorities.

·       Talent & Team Leadership

Build and lead high-performing Tech Ops teams across regions, fostering a culture of accountability, learning, and innovation.

Mentor and develop operational leaders and specialists to support evolving service delivery needs.

Qualifications Required:

·       12+ to 15+ years of experience in technology operations, service delivery, or infrastructure leadership roles, preferably within a global IT services or consulting company.

·       Proven track record of leading 24/7 global operations with high SLA environments.

·       Strong understanding of ITIL frameworks, service management platforms, and incident lifecycle governance.

·       Experience working with public cloud (AWS, Azure, GCP) and modern infrastructure platforms.

·       Demonstrated ability to lead complex, cross-functional teams and deliver on operational KPIs.

Preferred:

·       Experience working in a client-facing IT services environment, managing delivery across multiple accounts.

·       Hands-on exposure to automation tools, observability stacks, and SRE/DevOps best practices.

·       Strong business acumen and ability to translate technical issues into business impact.

·       Bachelors degree in Computer Science, Engineering, or a related field. MBA or equivalent leadership training is a plus