ITSM Architect & Transition Lead

Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation. 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.

Requirements

• 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 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.
• 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.

Benefits

• Culture of Relentless Performance
• Competitive Pay and Benefits
• Work From Anywhere Culture
• Growth Mindset
• Global Impact
• Welcoming Multicultural Environment
• Social Sustainability Values

Originally posted on Himalayas