Principal Architect, Intelligent Operations (AIOps / ITSM) - J12166

This is not a traditional ITIL process management role.

We are recruiting for a market-leading Hong Kong enterprise that is undertaking a major transformation of its IT operations. Their goal is to move from a reactive state to a proactive, predictive, and highly automated "Intelligent Operations" model.

We are looking for a senior technical architect to be the mastermind behind this shift. You will be the single point of ownership for designing the "how" – how to leverage AIOps, automation, and smart integration to make their IT operations (Incident, Problem, Change) dramatically more efficient.

You will be the key technical bridge, working with Infrastructure, SRE, and Operations teams to build a world-class, self-healing IT ecosystem.

We are open to overseas relocations.

Your Mission & Responsibilities

Your primary objective is to enhance and improve operational efficiency through technology.

• Design the Efficiency Strategy: Architect and deliver the technical roadmap for IT operations. This includes platform architecture (they use BMC Helix, but are open), AIOps implementation, and automation strategy.

• Champion AIOps: Act as the lead subject matter expert for AIOps. You will evaluate, design, and drive the integration of AIOps capabilities to reduce event noise, predict failures, and automate root cause analysis.

• Be the Technical Authority: Serve as the key technical partner to the Incident, Problem, and Change Management teams. When they need a technical solution to improve speed or reliability, you will design it.

• Collaborate with Infrastructure: Work closely with infrastructure and cloud teams to ensure your solutions are deeply integrated and reflect a strong understanding of networks, servers, and cloud-native services (Kubernetes, AWS/Azure).

• Drive Tool Integration: Architect a seamless ecosystem where ITSM platforms, observability tools (Prometheus, Grafana, ELK), and automation scripts work as one.

The Ideal Candidate Profile

We are seeking a single, "hybrid" architect who bridges the gap between traditional enterprise process and modern technical engineering. You are a highly technical strategist who understands both the "why" of ITIL and the "how" of SRE.

Your experience must include:

• ITSM Architecture: Deep expertise in the architecture and design of enterprise-scale ITSM platforms. You must be tool-agnostic (e.g., ServiceNow, BMC Remedy/Helix, or Jira Service Management) and focused on integration and capability, not just administration.

• AIOps & SRE: Proven, hands-on experience with AIOps platforms and SRE methodologies. You have used these to drive tangible improvements, such as reducing MTTR or automating incident response.

• Observability Stack: Strong technical knowledge of modern monitoring and observability tools (e.g., Prometheus, Grafana, ELK/OpenSearch) and how to integrate them with ITSM systems for end-to-end visibility.

• Process & Frameworks: A solid foundation in enterprise frameworks. ITIL certification is foundational, and TOGAF (or similar EA) certification is a significant advantage.

• Infrastructure Acumen: You must be technical enough to hold your own with senior infrastructure and SRE teams, understanding cloud (AWS/Azure) and containerization (Kubernetes) concepts.

Core Requirements

• Seniority: 10-15+ years in IT, with significant experience in a relevant architecture role.

• Efficiency Mindset: A proven passion for using automation and data to solve problems and improve efficiency.

• Communication: Excellent communication and influencing skills. You must be able to articulate a complex technical vision to diverse stakeholders.

• Global Perspective: Fluent in English (Cantonese is a plus, but not required).

Why Apply?

• High-Impact, High-Visibility: This is a critical, strategic role with strong executive backing. You will be building a new capability, not just maintaining an old one.

• Greenfield AIOps: An opportunity to be the key leader in building a large-scale AIOps practice from the ground up.

• Global Search: We welcome applications from around the world. An attractive relocation and visa sponsorship package is available for the right candidate and their family.

• Stability & Growth: Join a prestigious, stable Hong Kong enterprise known for investing in its technology and people.

If this outstanding opportunity sounds like your next career move, please submit through "Apply Now" or send your resume in Word format to Danny Kwan at resume@pinpointasia.com and put Principal Architect, Intelligent Operations (AIOps / ITSM) - J12166 in the subject header.

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