ITSM Architect – Transition Lead

Job Description

Seeking an experienced ITSM Architect and Transition Lead to design and implement ITSM frameworks for a consolidated enterprise. Responsibilities include designing the target operating model, establishing CAB quality gates, defining incident workflow, designing automated incident creation and routing logic, delivering process maps, governing hyper-care windows, acting as an escalation authority, and ensuring operational readiness. Collaborate with the Network Observability Architect to align telemetry interpretation with ITSM process logic.

Qualifications

1. 10+ years of experience in IT Service Management, ITIL architecture, or NOC/Critical Infrastructure process design, particularly in M&A transformation programs. 2. Expert-level knowledge of enterprise ITSM platform capabilities (e.g., ServiceNow, Jira Service Management). 3. Strong understanding of alert correlation, monitoring pipelines (LogicMonitor, SolarWinds, Datadog), and event management frameworks. 4. Proven ability to design CAB governance models that ensure compliance without reducing execution speed in large-scale migration environments. 5. Advanced ability to design complex ticket routing logic based on network capacity, availability states, and service health indicators.

Benefits

- Join a high-performing tech team with a 99% project success rate and over 30% annual revenue growth. - Enjoy a competitive compensation and benefits package, including medical insurance and a relocation program. - Take advantage of the flexibility of remote work. - Benefit from career development opportunities, including certification programs, mentorship, internal mobility, and internships. - Collaborate on impactful projects for major global clients and shape the future of industries. - Be part of a dynamic global team and thrive in an inclusive work environment with open communication and team-building events. - Join sustainable business practices focused on IT education, community empowerment, fair business practices, environmental sustainability, and gender equality.