An exceptional opportunity awaits for you to step into the role of Artificial Intelligence and Machine Learning Technical Lead, where your expertise will drive transformative change in operations support technology. This position offers a unique blend of technical challenge and strategic influence, empowering you to architect scalable AI solutions that enhance reliability and efficiency across enterprise platforms. You will be at the forefront of high-impact initiatives, leveraging cutting-edge AIOps tools and methodologies to deliver real-time incident enrichment, predictive alerting, and intelligent automation.
What you'll do:
- Design and deliver scalable artificial intelligence features embedded into operations support platforms such as ServiceNow, Jira, monitoring tools, and ITSM systems to enhance reliability and efficiency.
- Lead high-impact data and AI initiatives focused on real-time incident enrichment, automated root-cause analysis, predictive alerting, ticket clustering, auto-triage, change risk scoring, knowledge mining, and intelligent runbooks.
- Ensure all AI solutions meet stringent operational requirements for reliability, low latency, auditability, explainability, and seamless deployment with zero downtime.
- Stay abreast of emerging AIOps tools and research trends to continuously enhance operations support capabilities through innovative applications.
- Architect and oversee the development of internal AIOps platforms and reusable components that empower operations teams across the business.
- Integrate AIOps tools with ITSM systems, observability platforms (such as Prometheus, Grafana, ELK), ticketing systems, and automation frameworks for holistic operational visibility.
- Apply best practices in MLOps tailored for production environments including model monitoring, drift detection, automated rollback procedures, performance checks, and cost optimisation at scale.
- Serve as the principal technical authority for AI initiatives in operations support transformation programmes spanning service operations centres, support desks, infrastructure operations, and reliability engineering functions.
- Lead technical discussions with stakeholders by conducting architecture reviews, proof of concepts, vendor evaluations, and solution selection processes involving AI for operations.
- Mentor a high-performing squad of AIOps specialists by providing technical coaching, conducting design/code reviews, guiding career development paths with an emphasis on domain expertise in operations support.
What you bring:
- Demonstrated experience in artificial intelligence/machine learning within operations support technology environments where you have provided technical leadership.
- Proven track record delivering production-grade AI/ML/data solutions that measurably improve metrics such as mean time to resolution (MTTR), mean time to detect (MTTD), system availability rates, or ticket deflection outcomes.
- Hands-on expertise with Python alongside Spark for big data processing; familiarity with Kafka for event streaming; Airflow for workflow orchestration; cloud data platforms; PyTorch or TensorFlow for deep learning; large language models (LLMs); plus integrations with ServiceNow, PagerDuty, Splunk, Datadog or similar tools.
- Deep understanding of AIOps practices including event correlation techniques, anomaly detection methods, predictive analytics approaches for proactive issue identification; automated actions; generative AI applications for operations use cases.
- Experience designing or enhancing internal tooling platforms supporting AIOps initiatives within large-scale enterprise environments or network operation centres (NOCs).
- Familiarity with ITIL processes covering incident management protocols as well as problem/change/service request/knowledge management workflows.
- Practical experience applying GenAI/LLM applications in operational contexts such as copilots for support staff; auto-remediation scripts; knowledge search engines; summarisation tools for alerts/incidents.
- Ability to scale AIOps solutions effectively across large organisations while balancing hands-on technical contributions with broader strategic planning responsibilities.
- Excellent communication skills enabling you to translate intricate AI concepts into clear action plans suitable for both technical teams and executive audiences.
What sets this company apart:
This organisation stands out as a beacon of inclusivity and ethical practice within the technology sector-placing genuine emphasis on diversity as a driver of both personal fulfilment and business achievement. Here you'll find not only stability-with over 1,500 talented professionals across seven global sites since 2008-but also true flexibility: choose between remote work or vibrant office spaces according to what suits your lifestyle best. The company's Office as an option model means your work-life balance is respected at every turn. Professional growth is woven into the fabric of daily life thanks to unlimited access to world-class online learning resources from day one-including Udemy-and structured certificate training programmes that see hundreds of new qualifications earned each year by team members just like you. Upskilling is actively encouraged through capability development initiatives ranging from Competency Centres to community webinars-offering more than 110 training opportunities annually.
What's next:
If you are ready to make a lasting impact on intelligent operations support while advancing your own career within an inclusive community-this is your moment!
Apply today by clicking on the link below-take the next step towards joining a team where your expertise is celebrated and your growth is assured.
Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.
