Information Technology - Information Technology - Lead Software Engineer (AI Ops and Resilience)

We are looking for a technically strong and innovative Lead Software Engineer to spearhead the evolution of our IT operations through intelligent automation and hands-on engineering. This role is pivotal in enhancing operational resilience, streamlining IT service management processes, and developing the next generation of self-healing, predictive IT operations.

Requirements

• Reimagine and enhance core ITSM practices (Incident, Problem, Change, and Knowledge Management) using modern development frameworks and automation tools.
• Design, prototype, and implement AI-driven operational tools, including predictive incident detection, automated remediation workflows, intelligent alerting, and large language model (LLM)-based knowledge agents.
• Lead the development and deployment of custom automation solutions to improve IT service reliability and reduce manual workload across ITSM domains.
• Collaborate with platform teams, enterprise architects, and developers to conceptualize and build next-generation IT operational capabilities.
• Provide mentorship and guidance to ITSM IPC (Incident, Problem, Change and DR management) Engineers, ensuring effective execution and governance of ITSM processes aligned with ITIL best practices.
• Drive adoption and continuous improvement of ITSM best practices across all IT teams.
• Oversee operational aspects of the IT Command Centre and Helpdesk, including: Acting as the primary liaison between internal stakeholders and external service providers.
• Monitoring and managing performance of vendor-managed services to ensure SLA and KPI compliance.
• Participating in service reviews, audits, and performance assessments.
• Managing Incident, Problem, and Change Management processes across vendor operations.
• Leading continuous improvement initiatives and service enhancements.
• Supporting escalation management and root cause analysis efforts.

Benefits

• Competitive salary
• Benefits
• Opportunities for career growth and development