IT Systems Operations Engineer - Remote
Core
Build an ITSM practice from the ground up inside Freshservice, designing processes, workflows, governance, and automation for IT Operations Management, Asset Management, CMDB, Change Management, and Release Management.
Role type
Senior IC IT Systems Operations Engineer (ITSM Platform Expert)
Builds
Scalable ITSM platform capabilities, integrations, and governance frameworks within Freshservice
Domain
IT Operations / IT Service Management (ITSM)
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITSM platform administration, Asset Management & CMDB design, Change & Release Management processes, ITIL frameworks, REST APIs & integrations, reporting & dashboard development, stakeholder requirement gathering
Preferred skills
Freshservice certifications, ITIL Foundation certification, infrastructure discovery tools, SQL/JQL, SSO/SAML/LDAP knowledge, platform migration experience
Technologies
Freshservice, ServiceNow, Jira Service Management, Vivantio, Splunk, Nmap, REST APIs, webhooks, SSO, LDAP, SSL
Responsibilities
Design and configure ITOM alerting, incident prioritization, and escalation workflows; Build integrations between monitoring tools and Freshservice; Define and maintain SLA tiers, priority matrices, and operational governance; Lead development of Asset Management and CMDB capabilities; Implement Change Management and Release Management processes; Create metrics, dashboards, and reporting solutions; Coordinate platform upgrades and maintenance; Participate in on-call support for critical ITSM issues
Seniority
Mid-Senior, hands-on IC building greenfield practices
