Lead AIOps & Automation Architect at Thomson Reuters · Gdansk

Thomson Reuters is transforming Service Management into an AI‑native, autonomy‑ready operating model. The Lead AIOps & Automation Architect plays a critical role in this transformation by designing the intelligence layer that enables predictive insights, intelligent decisioning, and automated actions across the full service management lifecycle.

This role is deeply hands‑on and outcome‑driven. You will define how telemetry, service topology, and service management data are converted into AI‑driven decisions and automated actions—integrated directly into production workflows, release and change processes, and real‑time operational execution.

The role is an individual contributor with significant architectural ownership and cross‑functional influence, focused on building production‑grade, governed, and scalable AI‑driven operations.

About the Role

In this opportunity as Lead AIOps & Automation Architect, you will:

Key Responsibilities

AIOps Architecture & Strategy

• Define and own the end‑to‑end AIOps and automation architecture, including data ingestion, feature engineering, model selection, inference, and automation triggers.
• Design scalable architectures for event correlation, anomaly detection, predictive incident modeling, noise reduction, and operational decision support.
• Establish architectural patterns that support human‑on‑the‑loop and human‑above‑the‑loop operational models, including clear autonomy levels and guardrails.

AI‑Driven Automation & AI‑Native Service Management

• Architect automation frameworks that support intelligent incident response, change execution, release validation, and post‑deployment decisioning.
• Define AI‑native service management patterns for routing, enrichment, summarization, prioritization, and risk‑aware decision support across incident, change, release, and request workflows.
• Partner with workflow and platform engineering teams to ensure AI outputs are embedded into production‑grade workflows, not standalone tools.
• Ensure automations are safe, observable, auditable, reversible, and compliant with governance and access controls.

Data, Telemetry & Operational Context

• Work closely with service data and insights teams to define AI‑ready datasets, telemetry standards, and data quality requirements.
• Leverage metrics, logs, events, traces, service topology, and service management data as model inputs.
• Design cost‑ and signal‑aware telemetry ingestion and correlation strategies appropriate for enterprise scale.
• Ensure alignment with observability standards, monitoring‑as‑code initiatives, and topology‑driven context.

Operational Intelligence & Model Lifecycle

• Design and evaluate ML approaches for operational and service‑management use cases such as time‑series forecasting, clustering, classification, root‑cause support, change risk scoring, and release health assessment.
• Define success metrics for models, including precision, recall, MTTR impact, delivery velocity impact, and false‑positive rates.
• Establish feedback loops that continuously improve models and automation based on real operational outcomes and execution data.

Technical Leadership & Influence

• Serve as a technical authority for AIOps and automation across Service Management.
• Collaborate with SREs, platform engineering, incident leaders, release engineers, and data teams.
• Influence standards, tooling decisions, and architectural direction without direct people management.
• Provide architectural guidance, patterns, and technical direction to senior and lead engineers.

About You

You’re a fit for the role of Lead AIOps & Automation Architect if you have the following required qualifications:

Background & Experience

Required

• Bachelor’s degree in Computer Science, Engineering, Data Science, Information Systems, or a related technical field, or equivalent practical experience.
• 10+ years of experience in IT operations, reliability engineering, platform engineering, observability, or automation‑heavy enterprise environments.
• Proven experience designing or implementing AIOps, event management, intelligent automation, or AI‑assisted service management solutions.
• Strong background in operational telemetry, monitoring, and large‑scale distributed systems.
• Hands‑on experience integrating AI/ML outputs into real operational and service‑management workflows (not analytics‑only solutions).

Preferred

• Experience with ServiceNow ITOM, Event Management, AIOps, or comparable enterprise ITSM platforms.
• Exposure to time‑series analysis, anomaly detection, or ML‑driven operational decisioning.
• Experience working with cloud and hybrid environments at enterprise scale.
• Prior background in SRE, DevOps, platform engineering, or release engineering roles.

Skills & Qualifications

Technical Skills

• Observability and telemetry platforms (metrics, logs, events, traces)
• Event correlation, noise reduction, and signal hygiene
• ServiceNow ITOM and workflow orchestration patterns
• Automation frameworks, runbook orchestration, and multi‑step workflow execution
• Safe automation design, including guardrails, escalation paths, and auditability
• Data pipelines and feature engineering for operational ML
• API‑driven integrations and workflow orchestration
• Service topology, dependency mapping, and impact analysis
• Cost‑aware telemetry ingestion and correlation strategies

Professional Skills

• Strong systems thinking and architectural rigor
• Analytical and problem‑solving mindset grounded in production realities
• Ability to translate ambiguity into executable designs and standards
• Comfortable influencing senior technical and operational leaders
• Clear communicator across engineering, operations, and leadership audiences

What Success Looks Like

• Measurable reduction in alert noise and incident volume.
• Faster detection, diagnosis, and resolution of operational issues.
• Improved change safety and release confidence through AI‑assisted decisioning.
• Increased percentage of incidents and operational actions handled through automation.
• Clear architectural patterns adopted across Service Management for AI‑enabled operations.
• Tangible improvements in both service stability and delivery velocity.
• Visible progress toward predictive and increasingly autonomous service operations.

#LI-AB3

What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations.

For Poland, the base compensation range for this role is 203,000 PLN - 377,000 PLN.

Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com

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