ITSM Architect & Transition Lead

We are looking for an Enterprise ITSM Architect & Transition Lead to support a large-scale network consolidation program at a US-based Tier-2 Telco.

The role designs the operational engine of the transformation, including the ITSM framework, CAB quality gates, and functional workflows that translate validated network events into structured support tickets. It is a dual-phase responsibility: first, architecting the unified ITSM operating model; then governing hyper-care exit gates to ensure stable transitions into BAU operations.

This position is ideal for professionals experienced in building ITSM architectures from scratch and establishing governance frameworks for large-scale enterprise transformations. This is a functional process architecture role with a focus on design rather than implementation. The scope does not include writing JavaScript, building REST/SOAP APIs, or configuring the ITSM platform backend.

Responsibilities:

• Design the target operating model, including the end-to-end ITSM framework, ticket routing logic, and incident management workflows for the consolidated enterprise.
• Establish CAB quality gates enforcing strict ITIL intake standards and mandatory global regulatory holds (e.g., e911, UK IPA) prior to execution approval.
• Define incident workflow design, mapping validated observability events into structured ITSM processes aligned with ITIL best practices.
• Design the functional logic and specifications for automated incident creation and routing, including rules for NOC assignment, SLA application, and alert deduplication. Deliver clear, structured process maps and functional requirements that enable client platform teams to implement the solution within the ITSM system (no backend development or coding required).
• Govern the hyper-care window by managing warranty periods for newly migrated sites and enforcing strict exit criteria before BAU handover.
• Act as the escalation and governance authority between migration engineering and operations teams, rejecting site handovers that do not meet stability thresholds.
• Ensure operational readiness by validating that architectural designs are fully translated into actionable Tier 1 / Tier 2 runbooks.
• Partner closely with the Network Observability Architect to align telemetry interpretation with ITSM process logic, including prioritization, categorization, and SLA assignment of validated alerts.

• 10+ years of experience in IT Service Management, ITIL architecture, or 24/7 Critical Infrastructure / NOC process design, particularly within enterprise M&A transformation programs.
• Expert-level functional knowledge of enterprise ITSM platform capabilities (e.g., ServiceNow, Jira Service Management)
• Strong understanding of alert correlation, monitoring pipelines (LogicMonitor, SolarWinds, Datadog), and event management frameworks.
• Proven ability to design CAB governance models that ensure compliance without reducing execution velocity in high-scale migration environments.
• Advanced capability to design complex ticket routing logic based on network capacity, availability states, and service health indicators.
• Strong boundary management skills with the ability to enforce quality gates and manage pushback from high-velocity engineering teams.

We offer:

• 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. 

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.