Sr Tower Lead (Tools & Automation)

Job description

Job Title DEX Architect - L4 Job Category Service Excellence / Service Assurance Department / Group Tools Operationalisation / Digital Workplace Location As per business requirement PRF No. To be assigned Job Code / Req. # To be assigned The DEX Architect - L4 is a senior technical and stakeholder-facing role responsible for defining, governing and operationalising Digital Employee Experience capabilities across enterprise Digital Workplace environments. The role combines deep infrastructure and workplace technology knowledge with architecture leadership, API-led integration, cloud and network awareness, service improvement, and executive stakeholder management. Role Purpose and Responsibilities • DEX Architecture and Strategy: Define the current-state and target-state DEX architecture, reference patterns, capability roadmap and adoption approach aligned to business outcomes and service experience priorities. • Stakeholder Management: Build trusted relationships with customer stakeholders, service owners, product teams, vendors and cross-functional delivery teams. Facilitate discovery workshops, resolve priorities and maintain alignment throughout the solution lifecycle. • C-Level Engagement and Leadership: Present architecture options, risks, investment cases, value realisation and service outcomes to C-level and senior leadership audiences. Convert complex technical topics into clear business decisions and recommendations. • Infrastructure Understanding: Assess the impact of endpoint, identity, server, virtualisation, workplace platform and core infrastructure dependencies on employee experience, resilience and service performance. • Digital Workplace Architecture: Provide architecture leadership across endpoint management, operating systems, collaboration, productivity applications, virtual desktop, service desk, experience monitoring, self-healing and workplace automation. • Cloud and Network Understanding: Evaluate how cloud services, connectivity, VPN, Wi-Fi, WAN, proxy, DNS, latency and application delivery affect user experience. Collaborate with cloud and network teams to isolate causes and define remediation patterns. • API Integrations: Design and govern secure API-led integrations between DEX platforms, ITSM, endpoint management, identity, collaboration, analytics, automation and enterprise data services. Define integration contracts, authentication, error handling, observability and support ownership. • Governance and Lifecycle Ownership: Drive application and tool governance across assessment, design, implementation, transition, go-live, operations, optimisation and retirement. Ensure architecture decisions, risks, dependencies and controls are documented and reviewed. • Use Case and Automation Leadership: Translate business and operational needs into prioritised DEX use cases, proactive remediation, self-heal automations, investigations, dashboards and experience improvement initiatives. • Service Improvement and Escalation Management: Lead complex L4 technical escalations, root-cause investigations and service improvement plans, with short-term recovery actions and long-term preventive measures. • Business Case and Value Realisation: Create maturity assessments, tool comparisons, solution proposals, business cases, ROI models, benefits tracking and outcome dashboards for DEX initiatives. • Delivery Assurance: Review solution designs, implementation plans, test strategies, deployment readiness, operational acceptance, support models and knowledge transfer for quality and architectural compliance. • Vendor and Cross-Functional Coordination: Coordinate product vendors, engineering, security, service management, workplace, cloud, network and operations teams to deliver positive customer outcomes. • Knowledge and Capability Development: Develop architecture standards, templates, runbooks and training material. Mentor technical teams and conduct knowledge sessions for internal and customer stakeholders. • Technology Key Responsibilities Job Title DEX Architect - L4 Job Category Service Excellence / Service Assurance Department / Group Tools Operationalisation / Digital Workplace Location As per business requirement PRF No. To be assigned Job Code / Req. # To be assigned The DEX Architect - L4 is a senior technical and stakeholder-facing role responsible for defining, governing and operationalising Digital Employee Experience capabilities across enterprise Digital Workplace environments. The role combines deep infrastructure and workplace technology knowledge with architecture leadership, API-led integration, cloud and network awareness, service improvement, and executive stakeholder management. Role Purpose and Responsibilities • DEX Architecture and Strategy: Define the current-state and target-state DEX architecture, reference patterns, capability roadmap and adoption approach aligned to business outcomes and service experience priorities. • Stakeholder Management: Build trusted relationships with customer stakeholders, service owners, product teams, vendors and cross-functional delivery teams. Facilitate discovery workshops, resolve priorities and maintain alignment throughout the solution lifecycle. • C-Level Engagement and Leadership: Present architecture options, risks, investment cases, value realisation and service outcomes to C-level and senior leadership audiences. Convert complex technical topics into clear business decisions and recommendations. • Infrastructure Understanding: Assess the impact of endpoint, identity, server, virtualisation, workplace platform and core infrastructure dependencies on employee experience, resilience and service performance. • Digital Workplace Architecture: Provide architecture leadership across endpoint management, operating systems, collaboration, productivity applications, virtual desktop, service desk, experience monitoring, self-healing and workplace automation. • Cloud and Network Understanding: Evaluate how cloud services, connectivity, VPN, Wi-Fi, WAN, proxy, DNS, latency and application delivery affect user experience. Collaborate with cloud and network teams to isolate causes and define remediation patterns. • API Integrations: Design and govern secure API-led integrations between DEX platforms, ITSM, endpoint management, identity, collaboration, analytics, automation and enterprise data services. Define integration contracts, authentication, error handling, observability and support ownership. • Governance and Lifecycle Ownership: Drive application and tool governance across assessment, design, implementation, transition, go-live, operations, optimisation and retirement. Ensure architecture decisions, risks, dependencies and controls are documented and reviewed. • Use Case and Automation Leadership: Translate business and operational needs into prioritised DEX use cases, proactive remediation, self-heal automations, investigations, dashboards and experience improvement initiatives. • Service Improvement and Escalation Management: Lead complex L4 technical escalations, root-cause investigations and service improvement plans, with short-term recovery actions and long-term preventive measures. • Business Case and Value Realisation: Create maturity assessments, tool comparisons, solution proposals, business cases, ROI models, benefits tracking and outcome dashboards for DEX initiatives. • Delivery Assurance: Review solution designs, implementation plans, test strategies, deployment readiness, operational acceptance, support models and knowledge transfer for quality and architectural compliance. • Vendor and Cross-Functional Coordination: Coordinate product vendors, engineering, security, service management, workplace, cloud, network and operations teams to deliver positive customer outcomes. • Knowledge and Capability Development: Develop architecture standards, templates, runbooks and training material. Mentor technical teams and conduct knowledge sessions for internal and customer stakeh