ITSM/ITIL Architect

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.  Miratech has coverage across  5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. 

We are looking for an ITSM/ITIL Architect to serve as the process architect for a large-scale network consolidation program at a US-based Tier-2 Telco. The role designs the operational engine, including the ITSM framework, CAB quality gates, and alert correlation logic that translates raw network telemetry into structured support tickets. Responsibilities focus on building rules and governance mechanisms, while the Service Delivery Manager enforces them. This position suits professionals experienced in designing ITSM architectures from scratch and creating governance engines for large-scale IT mergers.

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

• 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.

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.