Solution Architect Infra Automation

Job Description

Tools and Automation Lead is responsible for driving** IT operations automation, tools transformation, and continuous improvement** across one or more accounts. This role focuses on identifying automation opportunities, leading implementation using enterprise tools and platforms, governing adoption, and delivering measurable business outcomes such as** MTTR reduction, cost efficiency, and service quality improvement**.

• Own the tools and automation roadmap for the account, aligned with customer objectives and organizational automation strategy

• Identify, qualify, and prioritize automation use cases in collaboration with Tower Leads (Datacenter, EUC, Service Desk, Applications)

• Drive adoption of standard and emerging platforms (enterprise monitoring, orchestration, ITSM, CI/CD, and automation frameworks

• Automation Delivery & Execution

• Lead end‑to‑end automation delivery including:

• Solution design

• Effort estimation

• Implementation

• Testing

• Production rollout

• Work with central automation teams and account teams to ensure timely and high‑quality delivery of automation solutions.

• Ensure automation solutions follow governance, security, and compliance standards.

Artificial Intelligence & Generative AI Leadership

• Drive the AI and Generative AI strategy for the account, identifying opportunities to improve service delivery, operational efficiency, user experience, and business outcomes.

• Lead the design, development, and implementation of AI/GenAI use cases across IT Operations, Service Desk, Infrastructure, Cloud, Security, and Application Support functions.

• Identify, prioritize, and deliver AI-powered automation opportunities that improve productivity, reduce manual effort, lower MTTR, and enhance service quality.

• Work with business stakeholders and tower leads to define AI roadmaps, business cases, success metrics, and adoption plans.

• Implement and operationalize Generative AI solutions such as virtual assistants, intelligent knowledge management, automated ticket summarization, incident correlation, root cause analysis, SOP generation, and self-healing automation.

• Evaluate, integrate, and manage AI platforms, LLMs, copilots, AIOps solutions, and intelligent automation tools within the technology landscape.

• Establish governance, security, compliance, and responsible AI practices for all AI implementations.

• Monitor AI solution performance, adoption, and business benefits, ensuring continuous optimization and measurable ROI.

• Partner with delivery, architecture, security, and innovation teams to accelerate AI transformation initiatives across the account.

• Drive AI awareness, training, and capability development across engineering and operations teams.

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Customer & Stakeholder Management

• Present automation solutions, value proposition, and benefits to customer stakeholders and obtain required approvals.

• Participate in customer governance meetings, showcasing delivered value and automation impact

• Act as a single point of contact for tools and automation initiatives within the account.

Operations & Continuous Improvement

• Ensure run and maintain stability of tools infrastructure and automated workflows.

• Monitor automation effectiveness and report on:

• MTTR improvements

• Cost savings

• Productivity gains

• SLA/KPI impact

• Drive continuous optimization and enhancement of existing tools and automations.

Leadership & Governance

• Build, mentor, and guide tools and automation team members.

• Track and meet automation targets committed for the account

• Provide regular reporting and escalation to account leadership and central teams as required.

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Required Skills & Experience Core Skills

• Strong expertise in IT Operations Automation and Enterprise Tools

• Hands‑on experience with:

• ITSM (Service Now / Remedy)

• Monitoring (Logic Monitor, Big Panda, SCOM)

• Endpoint & Deployment tools (SCCM, Intune)

• Automation & orchestration platforms

• Good understanding of ITIL processes, run operations, and service delivery models.

Automation & DevOps

• Experience with automation and DevOps technologies such as:

• Ansible, Jenkins, Terraform

• CI/CD pipelines

• Scripting and orchestration frameworks Leadership & Communication

• Strong stakeholder management and customer‑facing skills

• Ability to translate technical automation solutions into business value

• Experience working in offshore‑onsite global delivery modelsAI Skills

• Strong understanding of Artificial Intelligence, Generative AI, Large Language Models (LLMs), AI Agents, and AIOps platforms.

• Experience implementing enterprise AI use cases in IT Operations, Service Management, Infrastructure, Cloud, or Security domains.

• Hands-on exposure to AI frameworks and platforms such as Microsoft Copilot, Azure AI Services, OpenAI, Lang Chain, Llama Index, AI Agents, or equivalent technologies.

• Experience integrating AI solutions with Service Now, monitoring platforms, automation tools, and enterprise workflows.

• Ability to define AI business cases, measure outcomes, and demonstrate value realization.

• Knowledge of responsible AI, AI governance, security, data privacy, and compliance requirements.

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