COE Lead AIOPS, Automation, Tools, Observability

Role summary

The Automation Observability & AIOps CoE Head leads the Center of Excellence responsible for automation monitoring/observability and AIOps solutions across all service lines. This role owns the portfolio GTM offerings and delivery frameworks builds skills and capacity supports sales/presales and partner ecosystems and provides senior technical leadership for complex transformations and red accounts in the automation/observability/AIOps domain.

Key responsibilities

1. CoE strategy portfolio and operating model

• Define and maintain the Automation Observability & AIOps CoE charter and roadmap aligned with the IS CoE themes: capacity/capability building GTM offerings presales partner management executing transformation frameworks/models delivery excellence EN opportunities and red account support.
• Own the services portfolio for monitoring/observability platforms ITOM/AIOps operations automation (runbooks workflows) and toolchains used across infrastructure cloud and application towers.

2. Capacity and capability building

• Build skills and capacity in key technology areas: observability platforms (APM metrics logs traces) ITOM/AIOps tools automation/orchestration (scripts workflows IaC) and SRE/operations practices.
• Design and run structured learning paths certification tracks labs and communities of practice for engineers and architects involved in automation and observability.

3. GTM offerings and sales/presales support

• Create and maintain packaged GTM offeringsfor:
  • observability platform implementation and modernization
  • AIOpsdriven event management and noise reduction
  • operations automation (runbook automation CI/CD/ITOM integrations)
  • SRE and reliability consulting.
• Lead solution design for strategic deals involving AIOps/observability/automation working with sales and presales to craft architectures demos effort/cost models and differentiation; support RFP/RFI responses and customer workshops.

4. Frameworks models and delivery excellence

• Develop standard frameworks and reference architecturesfor:
  • enterprise observability (instrumentation telemetry pipelines data lake dashboards)
  • AIOps use cases (correlation anomaly detection RCA predictive analytics)
  • automation patterns (workflow catalogs runbooks IaC blueprints).
• Define delivery models and accelerators (implementation playbooks standard configurations reusable scripts) and govern adherence to ensure delivery excellence across accounts.

5. Executing transformation and EN opportunities

• Provide senior architecture and advisory leadership to large transformation programmes where observability AIOps and automation are central (e.g. platform modernization SRE uplift tool consolidation).
• Identify and drive EN (expansion/new) opportunities across existing accounts by proposing AIOps/automation/observability enhancements that reduce MTTR improve reliability and lower operations cost.

6. Red account and escalation support

• Act as escalation point and chief architect for red accounts where observability or automation issues are impacting SLAs or customer satisfaction.
• Lead rootcause and improvement programmes redesigning monitoring and event management tuning AIOps and introducing automation to stabilise operations and restore customer confidence.

7. Partner ecosystem and joint solutions

• Manage strategic relationships with observability and AIOps vendors (e.g. Dynatrace New Relic AppDynamics Splunk ServiceNow ITOM Elastic/Grafana OpsRamp etc.) and cloud providers native tools.
• Cocreate joint offerings and reference architectures with partners ensure access to training and best practices and coordinate comarketing/POCs where needed.

8. Governance metrics and evangelisation

• Define and track CoE KPIs: automation adoption rate percentage of events autoresolved alert noise reduction MTTR improvements tool standardisation certification levels and redaccount recovery metrics.
• Evangelise automation observability and AIOps internally and externally via whitepapers case studies webinars and conference talks positioning the service provider as a leader in AIpowered operations.

Required skills and experience

• Experience
  • Typically 1015 years in IT operations infrastructure or DevOps/SRE roles with 5 years in architecture/leadership focused on monitoring automation or AIOps.
  • Proven experience in service provider/MSP environments shaping and delivering automation/observability/AIOps solutions for multiple customers.
• Technical competencies
  • Strong handson background with observability platforms (APM metrics logs traces) and AIOps/ITOM tools plus integration with ITSM/CMDB.
  • Experience designing and implementing automation architectures (runbook automation workflow orchestration scripting IaC CI/CD integration).
  • Good knowledge of cloud and container platforms (AWS/Azure/GCP/Kubernetes) and their native monitoring/automation services.
• Commercial and leadership skills
  • Strong presales and solutioning skills for tool and services deals; able to build business cases showing value from AIOps/automation (MTTR reduction cost per ticket FTE savings).
  • Excellent stakeholder management and communication across sales delivery customers and partners; ability to lead multidisciplinary teams and influence senior leadership.

Education and certifications (indicative)

• Bachelors/Masters in Computer Science Engineering IT or related fields.
• Relevant certifications such as:
  • Vendor observability/AIOps certs (Dynatrace Splunk New Relic ServiceNow ITOM etc.)
  • Cloud architect or DevOps/SRE certifications (AWS/Azure/GCP)
  • ITIL/ITSM for process alignment

Required Experience:

Exec