ITSM/ITIL Architect

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

📋 Description

• Develop the target operating model, encompassing 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 (e.g., e911, UK IPA) before any site transitions to execution.

• Translate raw observability alerts into the designated ITSM platform (e.g., ServiceNow, Jira Service Management) to construct the operational logic pipeline.

• Design automated incident-creation rules within the ITSM platform. Ensure that validated alerts from the observability platform are systematically 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 operational rules to the Service Delivery Manager prior to the initiation of volume factory execution.

• Work closely with the Network Observability Architect to incorporate 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 within enterprise M&A integrations.

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

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

• Demonstrated capability to design CAB processes that maintain compliance without hindering rapid migration factories.

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

🏝️ Benefits

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

• Competitive Pay and Benefits: take advantage of a comprehensive compensation and benefits package, including health insurance and a relocation program.

• Work From Anywhere Culture: enjoy the flexibility that comes with remote working arrangements.

• Growth Mindset: benefit from a variety of professional development opportunities, including certification programs, mentorship, talent investment programs, internal mobility, and internship opportunities.

• Global Impact: engage in significant projects for leading global clients and help shape the future of various industries.

• Welcoming Multicultural Environment: join a vibrant global team and thrive in an inclusive and supportive workplace that fosters open communication and regular team-building social events.

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