Hyderabad, Telangana

Job Summary

: Technical Lead — Architect Experience 10–12+ years Role Overview • Senior technical architect embedded with the Supplier team to partner with Customer’s Technical Lead Architect.

- Owns the Supplier’s architectural accountability for IT Support tooling, integrations and technical roadmap to keep the Global Service Desk (GSD) solution evergreen.
- Focused on enabling end-user and agent efficiency through pragmatic architecture, automation and AI-driven “Zero Touch” operations while ensuring secure, compliant implementation in a highly regulated environment.

: Technical Lead — Architect Experience 10–12+ years Role Overview • Senior technical architect embedded with the Supplier team to partner with Customer’s Technical Lead Architect.

- Owns the Supplier’s architectural accountability for IT Support tooling, integrations and technical roadmap to keep the Global Service Desk (GSD) solution evergreen.
- Focused on enabling end-user and agent efficiency through pragmatic architecture, automation and AI-driven “Zero Touch” operations while ensuring secure, compliant implementation in a highly regulated environment

Key Responsibilities

Key Responsibilities • Act as the Supplier mirror to Novo Nordisk’s Technical Lead: collaborate on tooling strategy, roadmaps, timelines and joint decision-making.
- Assess existing tool landscape and produce improvement proposals (fit-gap, ROI, TCO) for ITSM, DEX, contact centre, remote support and related tooling.
- Design and propose end-to-end architectures and integration patterns (APIs, event-driven, middleware)



to deliver seamless data flows across ITSM, monitoring, identity, contact centre and business systems.
- Lead proof-of-concepts and pilots (AI/ML, automation, RPA, chatbot, autoremediation) to validate value and operational readiness.
- Define technical requirements, acceptance criteria and implementation plans for introducing or optimizing tools; drive technical governance with Novo Nordisk and HCL Tech internal delivery teams.
- Provide hands-on guidance during implementation: integrations, configurations, scripting, performance and failover design

Skill Requirements

Ensure solutions meet security, privacy and compliance requirements (data residency, access controls, auditability) relevant to the customer’s needs.
- Drive adoption of AI capabilities (LLMs, RPA, intelligent routing, predictive triage, agent assist) to reduce manual effort and enable zero-touch scenarios.
- Produce architecture artefacts, runbooks, runbooks for incident/resolution flows, and technical handover documentation.
- Mentor and upskill supplier engineering and operations teams; act as escalation point for complex technical issues.
- Engage with third-party vendors and internal stakeholders to align licensing, roadmap and change-control activities.

Other Requirements





Required Skills • 10–12+ years in IT architecture, infrastructure operations, software engineering or similar with significant enterprise-level architecture experience.
- Deep practical knowledge of ITSM platforms, incident/CMDB processes, and tool ecosystems (e.g., ServiceNow, other major ITSM/contact centre platforms) and how they integrate across the stack.
- Strong understanding of ITIL practices and how to operationalize them in tool design and process automation.
- Experience with contact centre technologies, DEX/end-user experience tooling, remote support platforms and telephony/cloud communications.
- Proven hands-on experience designing integrations (REST/SOAP APIs, webhooks, message queues), automation frameworks, and scripting (Python, PowerShell, JS or similar).
- Practical experience applying AI/ML and automation (LLMs, RPA, chatbots, agent assist, predictive analytics) to improve service desk outcomes.
- Strong cloud and on-prem architecture experience (Azure/AWS/GCP), identity & access management, networking and security controls.
- Excellent troubleshooting, performance and scalability design skills.
- Solid stakeholder management and communication skills; able to translate business needs into technical solutions.
- Experience working with large enterprise customers and supplier-delivery models

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📌 Tower Lead - Process Consulting, ServiceNow (Hyderabad)
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📍 Hyderabad