Architect II - Enterprise Solutions

UST; Chennai District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A leading technology firm is seeking an experienced Product Owner for the NowOps solution, focusing on IT Service Management (ITSM) and Application Management Services (AMS). The ideal candidate will lead the development of a proprietary solution to optimize how IT organizations manage their applications. Responsibilities include defining product vision, managing features for seamless support flows, and collaborating with stakeholders. Candidates should have over 4 years in product management with strong technical knowledge of ServiceNow and related tools.

Qualifications

• 4+ years as a Product Owner, with 2 years focused on ITSM/AMS delivery.
• Strong understanding of the ServiceNow CSDM relevant to application support.
• Familiarity with integration patterns between ITSM tools and monitoring stacks.

Responsibilities

• Develop and execute a product vision targeting common AMS pain points.
• Design product features that facilitate L1/L2/L3 support flows.
• Define and build dashboards tracking proactive trends and AMS costs.

Skills

product management

servicenow

application support

managed services

itsm

Tools

REST

SOAP

Dynatrace

Datadog

Job description

Product owner for NowOps solution

As our Product Owner, you will lead the development of our proprietary IP solution built on ServiceNow (and adaptable to other ITSM platforms) designed to optimize how IT organizations manage, support, and evolve their application portfolios. You will be the bridge between Managed Services Excellence and Software Engineering.

Core Responsibilities

• AMS‑Centric Roadmap: Develop and execute a product vision that targets common AMS pain points: high ticket volumes, manual toil, SLA breaches, and “tribal knowledge” silos.
• Workflow Engineering: Design product features that facilitate L1/L2/L3 support flows, ensuring seamless handoffs, automated routing, and proactive “Self‑Healing” capabilities.
• Cross‑Platform Vision: While our core IP is ServiceNow‑based, you will ensure the product’s logic and value proposition are applicable (and potentially portable) to other ITSM ecosystems like Jira Service Management or BMC Helix.
• Data‑Driven AMS Insights: Define and build “Management Dashboards” that track more than just MTTR (Mean Time to Repair) focusing on proactive trend analysis, technical debt reduction, and AMS cost‑per‑ticket.
• Stakeholder Liaison: Work closely with our Managed Services Delivery Leads to identify which manual processes are ripe for productization and automation.
• “Shift‑Left” Strategy: Prioritize features that empower end‑users (Self‑Service) and L1 agents (Automation/Knowledge) to resolve issues faster, reducing the burden on expensive engineering resources.

What We’re Also Looking For

• AMS Expert Support Domain Mastery: You understand the “life of a ticket.” You know the nuances of ITIL, the pressure of a P1 bridge, and the difference between “keeping the lights on” and “continuous improvement.”
• ITSM Power User: You have deep experience using ServiceNow (or similar tools) specifically in the context of an AMS engagement. You know how ITOM (Event Management) and ITBM (App Portfolio Management) should ideally talk to ITSM.
• Efficiency Obsessed: You’re not satisfied with a process that “works.” You want to know if it can be automated, eliminated, or simplified through the product.

Qualifications & Skills

• Experience: 4+ years as a Product Owner, with at least 2 years focused on ITSM/AMS delivery or building tools for Support/Managed Services teams.
• Technical Knowledge:
  • Strong understanding of the ServiceNow CSDM (Common Service Data Model) and how it relates to application support.
  • Familiarity with integration patterns (REST/SOAP) between ITSM tools and monitoring/observability stacks (Dynatrace, Datadog, etc.).

Skills

product management, servicenow, application support, managed services, itsm