ITSM/ITIL Architect

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

📋 Description

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

• Establish the CAB quality gate to implement stringent ITIL intake requirements and obligatory global regulatory holds (such as e911 and UK IPA) before any site proceeds to execution.

• Translate raw observability alerts into the designated 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 directed to the appropriate NOC queue, assigned the correct 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 through API webhooks.

⛳️ Requirements

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

• In-depth knowledge of enterprise ITSM platforms, particularly ServiceNow or Jira Service Management.

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

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

• Strong ability to define intricate ticket routing logic based on network capacity thresholds and availability states.

🏝️ Benefits

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

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package that includes health insurance and a relocation program.

• Work From Anywhere Culture: take advantage of the flexibility that remote work offers.

• Growth Mindset: benefit from various professional development opportunities, including certification programs, mentorship and talent investment initiatives, and internal mobility and internship options.

• Global Impact: engage in significant projects for leading global clients and contribute to shaping the future of industries.

• Welcoming Multicultural Environment: be part of a vibrant, global team and thrive in an inclusive and supportive workplace with open communication and regular team-building social events.

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