ITSM/ITIL Architect

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Develop the target operating model, which encompasses the comprehensive ITSM framework, ticket routing logic, and workflows for incident management within the consolidated enterprise.

• Establish the CAB quality gate to uphold stringent ITIL intake standards and enforce mandatory global regulatory holds (e.g., e911, UK IPA) prior to any site proceeding to execution.

• Transform raw observability alerts into the target ITSM platform (e.g., ServiceNow, Jira Service Management) to create the operational logic pipeline.

• Design automated incident-creation rules within the ITSM platform, ensuring that validated alerts from the observability platform are promptly routed to the correct NOC queue, assigned the appropriate SLA, and consolidated into a single parent ticket.

• Finalize the core ITSM design and transition completed runbook templates and operating rules to the Service Delivery Manager before the commencement of volume factory execution.

• Work closely with the Network Observability Architect to integrate telemetry and monitoring thresholds, converting validated alerts into actionable ITSM tickets using API webhooks.

⛳️ Requirements

• Over 10 years of experience in IT Service Management, ITIL architecture, or NOC process design, especially in the context of enterprise M&A integrations.

• Proficient knowledge of enterprise ITSM platforms, particularly ServiceNow or Jira Service Management.

• Extensive understanding of alert correlation, monitoring pipelines (LogicMonitor, SolarWinds, Datadog), and event management frameworks.

• Demonstrated ability to design CAB processes that ensure compliance while maintaining the speed of high-velocity migration factories.

• Strong aptitude for defining sophisticated ticket routing logic based on network capacity thresholds and availability states.

🏝️ Benefits

• Culture of Relentless Performance: join a dynamic technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a robust compensation and benefits package, including health insurance and a relocation program.

• Work From Anywhere Culture: maximize the flexibility that remote work offers.

• Growth Mindset: take advantage of various professional development opportunities, including certification programs, mentorship, talent investment programs, and internal mobility and internship opportunities.

• Global Impact: collaborate on significant projects for leading global clients and influence the future of industries.

• Welcoming Multicultural Environment: be part of a vibrant global team and thrive in an inclusive and supportive work atmosphere characterized by open communication and regular team-building social events.

• Social Sustainability Values: engage with our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.