Tower Lead - Process Consulting, ServiceNow
Hyderabad · Director
Applicants who checked fit first are 3.1× more likely to hear back
Your score for this role already exists
ASAI compared this JD against 41 signals - skills, seniority, domain, stack overlap etc. Add a resume and it unlocks in about 30 seconds.
Always free · no credit card · 1 tap with Google
What we know about this role
HIGH
Our tracked job listings for HCLTech show strong recent activity.
First 72 hours
Window passed - posted 61d agoEarly applicants get seen before the pile builds.
Not a repost
The first time we've seen this listing - it hasn't been closed and reopened.
Skills required
13 listedYou almost certainly match several of these already. Unlock your skill map to see the matches, the gaps, and what to fix first.
Job description
Job Summary
Job Description: 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. Job Description: 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. • Strong stakeholder management and communication skills; able to translate business needs into technical solutions. • Experience working with large enterprise customers and supplier-delivery models
Tools to land this role
PremiumYour match score, skill map and tracker stay free.
Ground Reality
PremiumSpot the dealbreakers in this 537-word post before you apply
Skip jobs with hidden dealbreakers. See what they actually need, what's easy to miss, and how they describe the team.
Ground Reality on every job, plus Insider Path, practice interviews and resume tailoring.
Insider Path
PremiumFind someone who can refer you here
We help you find people there who worked or studied where you did, and draft your first message and follow-up.
Free · no signup
Get tomorrow's jobs before you have to search
Daily job drops, skill trends and free resources - posted straight to the group. Leave any time.
No spam. Just jobs and resources.
Why people use ASAI
Someone shared one job with you. ASAI keeps finding the rest.
Scored, not searched. Every role ranked against your actual profile.
Alerts as often as hourly. Reach new roles while the pile is still small.
Skill gaps, spelled out. See exactly which requirements you don't meet yet.
Verified jobs, only. Say no to ghost jobs. Your time deserves respect.
More Cloud Engineer roles in Hyderabad
See all
Keep browsing