ITSM/ITIL Architect
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Job Description
ITSM/ITIL Architect at Miratech designing process architecture for large-scale network consolidation. Experienced professionals needed for enterprise IT service management in a hybrid work culture.
Responsibilities:
- Design the target operating model, including the overarching ITSM framework, ticket routing logic, and incident management workflows for the consolidated enterprise
- Build the CAB quality gate to enforce strict ITIL intake requirements and mandatory global regulatory holds (e.g., e911, UK IPA) before any site moves to execution
- Map raw observability alerts into the target ITSM platform (e.g., ServiceNow, Jira Service Management) to build the operational logic pipeline
- Architect automated incident-creation rules within the ITSM platform. Ensure that validated alerts from the observability platform are automatically routed to the correct NOC queue, assigned the appropriate SLA, and deduplicated into a single parent ticket
- Complete the core ITSM design and transition finalized runbook templates and operating rules to the Service Delivery Manager prior to volume factory execution
- Collaborate directly with the Network Observability Architect to integrate telemetry and monitoring thresholds, translating validated alerts into actionable ITSM tickets via API webhooks
Requirements:
- 10+ years of experience in IT Service Management, ITIL architecture, or NOC process design, particularly within enterprise M&A integrations
- Expert-level knowledge of enterprise ITSM platforms, specifically ServiceNow or Jira Service Management
- Deep understanding of alert correlation, monitoring pipelines (LogicMonitor, SolarWinds, Datadog), and event management frameworks
- Proven ability to design CAB processes that ensure compliance without slowing high-velocity migration factories.
- Strong capability to define complex 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 benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact : collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company 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.
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