Platform Integration-Deputy Director

Overview

 

 

Lead the SAP Integration, Data & AI (D&AI), and LLM Observability strategy, enabling seamless integration across all Observability platforms, Event Management, AIOps, and enterprise monitoring ecosystems. Drive the architecture and delivery of SAP and non-SAP integrations, ensuring unified telemetry, event correlation, intelligent automation, and AI-driven operational insights. establish governance and standards, and accelerate adoption of GenAI, LLM Observability, and Agentic AI capabilities to improve operational visibility, resilience, and business outcomes.

Responsibilities

• Architect and lead enterprise-scale ServiceNow ITOM Health, Event Management, and Observability solutions aligned to business and technology objectives.
• Define and lead SAP platform integration with ServiceNow ITOM and enterprise observability platforms, enabling end-to-end service visibility and operational intelligence.
• Architect SAP and non-SAP integrations across ServiceNow, observability platforms, enterprise applications, and infrastructure ecosystems.
• Drive event management and intelligent event correlation capabilities across D&AI platforms to improve signal quality, service health, and operational response.
• Design scalable event ingestion and monitoring integrations using SNMP, REST APIs, MID Servers, syslog, webhooks, and streaming interfaces.
• Define enterprise strategies for event normalization, de-duplication, correlation, suppression, prioritization, and enrichment to reduce alert noise and improve actionable intelligence.
• Build and govern integrated observability frameworks spanning AppDynamics, Grafana, SolarWinds, Elastic, Splunk, and third-party monitoring platforms.
• Lead CMDB governance, CI lifecycle management, relationship accuracy, service mapping, and CSDM alignment to establish a reliable service topology foundation.
• Design and implement service health dashboards, operational KPIs, executive reporting, and business-aligned observability metrics.
• Enable automated incident creation, enrichment, triage, orchestration, and remediation workflows using ServiceNow Workflow, IntegrationHub, APIs, and automation platforms.
• Drive intelligent automation for observability use cases, including event-driven remediation, operational workflows, and autonomous response capabilities.
• Architect LLM Observability and AI Agent Observability capabilities covering model performance, agent behavior, telemetry, reliability, traceability, and operational health.
• Enable AI/GenAI-driven observability use cases for intelligent alerting, contextual insights, automated triage, root-cause analysis, anomaly detection, and predictive operations.
• Correlate logs, events, metrics, traces, topology, and service context to identify probable root causes and determine the business/service impact.
• Optimize MTTD and MTTR through proactive monitoring, intelligent event correlation, AI-driven insights, and automated remediation.
• Provide technical leadership, architecture governance, design standards, and strategic direction across ITOM, observability, integration, and automation initiatives.
• Conduct solution assessments, architecture reviews, performance optimization, and technology rationalization to improve scalability, reliability, and operational efficiency.
• Establish reusable enterprise integration and observability patterns that accelerate onboarding of applications, infrastructure, SAP services, and third-party platforms.
• Drive continuous evolution toward AIOps, Agentic Operations, and autonomous IT operations, leveraging AI agents and intelligent automation to transform traditional monitoring and incident management.

Qualifications

• Candidate should have 12-15 Years of experience 
• Bachelor's degree in Computer Science, Engineering, IT, or a related technical field.
• Hands-on expertise in ServiceNow ITOM, Event Management, Discovery, CMDB, Service Mapping, AIOps, and CSDM, with strong infrastructure, cloud, database, networking, and observability knowledge.
• Experienced in SAP–ServiceNow ITOM integration and D&AI platform integrations, connecting enterprise monitoring and observability ecosystems.
• Skilled in JavaScript, REST/SOAP APIs, scripting, AI Agents, workflow automation, agentic automation, and self-healing.
• Strong understanding of ITIL, SRE, Agile delivery, enterprise implementations, and stakeholder management.
• Experienced in LLM/AI-driven observability, identifying telemetry gaps and assessing business impact through Service Mapping and dependency intelligence.