Key Skills

Job Description

Cloud Infrastructure Services | Global Role | Grade D The Role We are looking for a Senior Product Architect to lead the architecture of our AI-native IT operations product: a unified workspace for escalated incidents, changes and requests. It combines workflow and LLM-based agentic orchestration, real-time AI assistance, and a trusted knowledge engine. This multidisciplinary role brings together ITSM, automation, AI governance, and knowledge and data architecture to shape one coherent, evolving product. What You Will OWn Define the end-to-end architecture for incident, change and request management across a multi-tenant, multi-customer operation, including SLAs, compliance, workforce scheduling and capacity planning. Design an orchestration layer that turns monitoring signals into automated resolution, using deterministic workflows for known issues and agentic orchestration where context, judgement and adaptation are required. Establish the AI control plane for agent permissions, oversight and safe hand-offs between automated and human-led action. Architect real-time AI capabilities across voice, chat and email to guide support teams, assist major incident commanders, and generate post-incident analysis and crisis communications. Define the knowledge-engine architecture and governance model, keeping operational knowledge, incident patterns, automations and agent skills current and approved for use. Produce implementation-ready architecture and provide technical authority throughout delivery. Advise senior operations, product and engineering stakeholders, turning competing demands into clear architectural direction. What You Bring Operations and ITSM Architecture Proven experience architecting enterprise ITSM solutions across incident, change, problem and request management. Deep understanding of major incident management, SLA governance, compliance reporting and multi-tenant service delivery. Experience designing for managed-services or shared-operations environments. AI-Assisted Operations and Automation Practical experience designing AI-assisted capabilities using natural language processing, speech analytics, retrieval-augmented generation (RAG) and vector search. Experience with workflow and LLM orchestration frameworks, such as Conductor, Kestra, LangChain or LangGraph, including event-driven automation triggered by monitoring and observability signals. Understanding of AI control-plane design, including agent permissions, oversight and human-in-the-loop workflows. Knowledge and Data Architecture Experience designing knowledge taxonomies or graphs that connect documentation, incident history, automations and agent capabilities. Experience applying “as-code” practices to keep operational knowledge governed and version-controlled. Ability to design ingestion and quality pipelines for a large, fast-moving knowledge base. Architecture Leadership and Advisory Executive-level communication and advisory skills, with the confidence to frame options, explain trade-offs and recommend a direction. Strong architecture writing and visual communication skills, producing clear, consistent and delivery-ready artefacts. Inclusive technical leadership, with the ability to influence decisions, mentor others and build alignment across product, engineering, operations and security. Experience architecting multi-tenant products across Azure and AWS, including identity, access and integration with customer platforms such as ServiceNow. Strong architectural understanding of CI/CD, enterprise networking and security controls for resilient, automated delivery. What We Offer Shape an AI-native operations product with global reach. Influence how automation, AI and human expertise transform IT operations across a growing customer estate. Work with senior stakeholders, product leaders and global architecture communities. Recruiter contactdetails Want to learn more about the role, the team, or the opportunities? Recruiter First Name is happy to tell you more. Gijs van Duuren [email protected] About Capgemini Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 420,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

Core Responsibilities

Define the end-to-end architecture for a multi-tenant AI-native IT operations product covering incidents, changes, requests, automation, AI assistance, and governed operational knowledge. Provide implementation-ready architecture and technical leadership, advising senior stakeholders and aligning product, engineering, operations, and security teams.

Requirements

Requires extensive experience architecting enterprise ITSM and managed-services solutions, including major incident management, SLAs, compliance, and multi-tenant delivery. Candidates should bring practical AI and workflow orchestration experience, knowledge and data architecture expertise, cloud architecture across Azure and AWS, and strong executive communication and technical leadership skills.