Miratech

ITSM/ITIL Architect

Miratech

part-time

Posted on:

Location Type: Remote

Location: Argentina

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

SeniorLead

Tech Stack

ITSMServiceNow

About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT Service ManagementITIL architectureNOC process designalert correlationmonitoring pipelinesevent management frameworksticket routing logicautomated incident-creationAPI webhooksrunbook templates
Soft Skills
collaborationdesign capabilitycompliance assuranceproblem-solvingcommunication