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tomtom

Operations Process Lead - AI & Process Improvement ( Event, incident, problem and change management)

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  • hybrid
  • Employee, Full Time
  • Product Engineering
  • Pune, India
Work arrangement
hybrid
Employment
Employee, Full Time
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Not specified
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Original job description

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What you'll do Run, modernise and continuously improve TomTom’s core operations processes, as part of a team that puts AI at the heart of how we work. Contribute across event, incident, problem and change management. Run day-to-day process performance, governance and KPIs alongside the team’s process owners, keeping things lean, practical and aligned with how engineering actually works.
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Act as an AI champion within the team. Spot, test and roll out AI use cases that remove manual effort, such as: alert correlation and noise reduction in event management auto-triage, smart assignment and AI-written incident summaries pattern detection and AI-assisted root cause analysis in problem management risk scoring and automated approval of low-risk changes Turn ideas into working improvements. Build the case, run pilots, measure results and scale what works across ServiceNow, PagerDuty, Grafana and the wider operations toolset. Bring fresh ideas from the industry. Keep up with AIOps, SRE, ITIL 4/5, DevOps and agentic AI, and share what could work for TomTom. Improve through data. Track measures like MTTD, MTTR, incident recurrence, alert-to-incident ratio and change failure rate, and use them to coach the team decide what to fix next. Share what you learn. Run demos, document good practice and Mentor/coach colleagues get more out of AI tools every day. Keep AI responsible. Build in human oversight, data privacy, accuracy checks and auditability as standard. Collaborate across TomTom. Work closely with engineering, product, support and security teams, so the processes help delivery move faster. What you'll need We’re looking for modern operations thinkers who enjoy improving how things work and are hands-on with AI. You should be able to look at how a process runs today, suggest how it could run better, and work with the team to make it happen. Core skills (6+ years) Hands-on experience with event, incident, problem and/or change management in a live production environment. A good grounding in ITIL 4/5, and a practical mindset. You apply what adds value and question what doesn’t. Practical experience using AI or automation to improve operations. That could be generative AI, AI agents, predictive models or workflow automation, ideally with results you can point to. A working understanding of generative AI and LLMs. This covers prompting, AI agents and knowledge retrieval, plus a clear view of their limits and risks. Experience with ServiceNow or a similar ITSM platform, along with monitoring tools such as Grafana or PagerDuty. Strong analytical skills. You’re comfortable with KPIs, dashboards and turning data into clear recommendations. A collaborative, team-first approach. You enjoy building on others’ expertise, sharing your own and moving ideas forward together. Excellent spoken and written communication skills, so you can explain a process change or an AI pilot clearly to engineers, leadership and stakeholders. Curiosity and a bias for action. You experiment, learn fast and come back with results. Nice to have Experience with AIOps platforms or ServiceNow AI capabilities, such as Now Assist or Predictive Intelligence. Scripting or low-code automation skills (e.g., workflow builders). Familiarity with SRE practices, error budgets and DORA metrics. ITIL 4/5 or AI/ML-related certifications. Experience in a global, product-led technology company.
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What you'll do

Run, modernise and continuously improve TomTom’s core operations processes, as part of a team that puts AI at the heart of how we work.

  • Contribute across event, incident, problem and change management. Run day-to-day process performance, governance and KPIs alongside the team’s process owners, keeping things lean, practical and aligned with how engineering actually works.

  • Act as an AI champion within the team. Spot, test and roll out AI use cases that remove manual effort, such as:

  • alert correlation and noise reduction in event management

  • auto-triage, smart assignment and AI-written incident summaries

  • pattern detection and AI-assisted root cause analysis in problem management

  • risk scoring and automated approval of low-risk changes

  • Turn ideas into working improvements. Build the case, run pilots, measure results and scale what works across ServiceNow, PagerDuty, Grafana and the wider operations toolset.

  • Bring fresh ideas from the industry. Keep up with AIOps, SRE, ITIL 4/5, DevOps and agentic AI, and share what could work for TomTom.

  • Improve through data. Track measures like MTTD, MTTR, incident recurrence, alert-to-incident ratio and change failure rate, and use them to coach the team decide what to fix next.

  • Share what you learn. Run demos, document good practice and Mentor/coach colleagues get more out of AI tools every day.

  • Keep AI responsible. Build in human oversight, data privacy, accuracy checks and auditability as standard.

  • Collaborate across TomTom. Work closely with engineering, product, support and security teams, so the processes help delivery move faster.

    • What you'll need

    We’re looking for modern operations thinkers who enjoy improving how things work and are hands-on with AI. You should be able to look at how a process runs today, suggest how it could run better, and work with the team to make it happen.

    Core skills (6+ years)

  • Hands-on experience with event, incident, problem and/or change management in a live production environment.

  • A good grounding in ITIL 4/5, and a practical mindset. You apply what adds value and question what doesn’t.

  • Practical experience using AI or automation to improve operations. That could be generative AI, AI agents, predictive models or workflow automation, ideally with results you can point to.

  • A working understanding of generative AI and LLMs. This covers prompting, AI agents and knowledge retrieval, plus a clear view of their limits and risks.

  • Experience with ServiceNow or a similar ITSM platform, along with monitoring tools such as Grafana or PagerDuty.

  • Strong analytical skills. You’re comfortable with KPIs, dashboards and turning data into clear recommendations.

  • A collaborative, team-first approach. You enjoy building on others’ expertise, sharing your own and moving ideas forward together.

  • Excellent spoken and written communication skills, so you can explain a process change or an AI pilot clearly to engineers, leadership and stakeholders.

  • Curiosity and a bias for action. You experiment, learn fast and come back with results.

    • Nice to have

  • Experience with AIOps platforms or ServiceNow AI capabilities, such as Now Assist or Predictive Intelligence.

  • Scripting or low-code automation skills (e.g., workflow builders).

  • Familiarity with SRE practices, error budgets and DORA metrics.

  • ITIL 4/5 or AI/ML-related certifications.

  • Experience in a global, product-led technology company.

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