Technical Lead – AI Chatbot & Service Management

About the role

This hybrid Technical Lead position is responsible for designing, enhancing and supporting AI‑enabled chatbot solutions and enterprise service‑management platforms in a large‑scale environment. The role requires 4‑8 years of experience in incident management, service‑desk tooling, networking and end‑user analytics, with a focus on improving reliability and user satisfaction across the organization.

Key responsibilities

• Lead the design and continuous improvement of AI‑enabled chatbot solutions that streamline end‑user support and increase resolution accuracy.
• Optimize incident‑management workflows – categorisation, prioritisation and routing – to reduce downtime and boost service reliability.
• Provide technical oversight for end‑user analytics tools such as Nexthink, defining health metrics and remediation actions.
• Configure and optimise ServiceNow modules for request fulfilment, incident handling and self‑service capabilities.
• Collaborate with networking specialists to analyse connectivity dependencies and enhance end‑to‑end service performance for critical applications.

Required profile

• 4‑8 years of experience in incident management, major‑incident coordination and service‑desk operations.
• Hands‑on experience with AI chatbot platforms and conversational‑design concepts.
• Proficiency with end‑user analytics tools (e.g., Nexthink) and ServiceNow configuration.
• Solid understanding of networking fundamentals, routing concepts and common connectivity issues.
• Experience in analysing ticket trends, conducting root‑cause analysis and implementing corrective measures.

Required skills

• AI chatbot platforms and conversational design
• Incident management and service‑desk tooling
• Nexthink end‑user analytics
• ServiceNow configuration and automation
• Networking fundamentals and routing concepts