ITSM/ITIL Architect

📋 Description

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

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

• Translate 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 automatically 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 volume factory execution.

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

⛳️ Requirements

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

• Advanced knowledge of enterprise ITSM platforms, specifically ServiceNow or Jira Service Management.

• In-depth 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 pace of high-velocity migration factories.

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

🏝️ Benefits

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

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

• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.

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

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

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

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