Principal Enterprise Architect

Responsibilities 1. Platform Architecture Ownership a. Define end-to-end architecture for: ServiceNow-based ITSM / ITOM platforms, Network Observability stack (Elastic, telemetry pipelines, AIOps integrations), Automation and orchestration layers, Infrastructure Platforms running Containers e.g Red Hat OpenShift b. Design scalable multi-tenant or single-tenant managed service platforms. c. Establish integration patterns between: ServiceNow CMDB & ITOM, Elastic Observability / SIEM, Infrastructure telemetry (network, cloud, telco core, etc.) c. Ensure platform alignment to security frameworks (NIST, Zero Trust where applicable). 2. ServiceNow Architecture & Governance a. Architect ServiceNow modules including: ITSM, ITOM (Discovery, Event Management), CMDB governance, Service Mapping, Automation workflows b. Define platform operating model (Dev/Test/Prod governance). c. Drive ServiceNow as the single pane of operational truth. d. Ensure integration with observability stack for automated incident correlation. 3. Network Observability & Elastic Stack Leadership a. Architect telemetry ingestion pipeline - Logs, Metrics, Traces, Network flows b. Design Elastic-based observability platform including:Logstash / Beats, Elasticsearch, Kibana dashboards c. Integrate observability insights into ServiceNow for automated ticketing. d. Enable AIOps use cases for proactive detection and noise reduction. e. Build use cases around:Network performance monitoring, Private cloud visibility, Telco/private mobile core observability, CII-grade monitoring 4. Service Offering Development & Commercialisation a. Translate platform capabilities into market-ready offerings: Managed ITSM, Managed Observability, Managed Network & Infrastructure, Automation- as-a-Service b. Define: Service catalogues, SLAs / XLAs, Operating models, Tiered service packages c. Collaborate with Sales & Pre-sales to:Position differentiated offerings, Develop solution playbooks, Create reusable reference architectures d. Own cost modelling and margin protection. 5. Leadership & People Management A. Architecture Team Leadership • Lead and manage a team of domain architects across: Cloud & Private Cloud, Enterprise Network, ServiceNow, Observability / Data platforms • Establish architecture governance board. • Define architecture standards and reusable reference patterns. • Mentor and develop senior architects. • Ensure cross-domain integration discipline (no siloed designs). B. Engineering & SRE Team Leadership • Oversee Site Reliability Engineering (SRE) team responsible for:Platform availability & uptime, Reliability engineering, Capacity planning, Automation & self-healing mechanisms • Define SRE operating model:Error budgets, Reliability KPIs, MTTR reduction targets, • Drive DevOps / DevSecOps alignment. • Ensure platform reliability aligns with SLA commitments. • Embed observability-first mindset into engineering culture. C. Talent Development & Capability Building • Define skill roadmap for:ServiceNow architects, Elastic engineers, Automation engineers, SREs • Identify skill gaps and develop hiring plan. • Build internal platform centre-of-excellence (CoE). • Establish succession planning for senior architecture roles. 6. Governance & Risk Management • Establish architecture review boards. • Ensure CMDB integrity and data governance. • Embed observability into cybersecurity posture. • Ensure platform scalability and resilience. Requirements • At least 15 years in enterprise infrastructure or managed services with at least 5 years in enterprise architecture leadership position(s). • Deep hands-on or architectural experience in: o ServiceNow (ITSM, ITOM, CMDB) o Elastic Stack / network observability platforms o Automation & event correlation • Experience designing managed service platforms. • Experience in SI, telco-integrator, or large MSP environment. Preferred Certifications • ServiceNow CSA / CIS-ITSM / CIS-ITOM • Elastic Certified Engineer (advantageous) • TOGAF • ITIL • Certifications on Private Cloud Containers platform e.g Red Hat OpenShift will be advantageous Ideal Candidate Profile This role is ideal for someone who: • Understands both architecture and operations • Can convert technology into repeatable service offerings • Thinks in terms of platform scalability and commercial viability