What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

• Own application intake and triage, validating readiness against Architecture Review Board (ARB) standards and coordinating onboarding with operations and engineering teams
• Translate developer hosting requirements into ServiceNow incidents, requests, and change records and manage corresponding Azure DevOps tasks
• Coordinate environment provisioning across development, test, and production, ensuring correct configuration, resource allocation, and governance compliance
• Own the documentation layer for every onboarded application, including runbooks, operational procedures, support playbooks, and process flows
• Ensure every application is correctly represented in the ServiceNow CMDB with complete ownership, dependency mapping, and lifecycle visibility
• Act as the primary operational communication bridge between internal teams and client stakeholders, providing clear status updates and proactive issue escalation
• Participate in recurring stakeholder and executive‑level syncs, delivering concise written updates and maintaining audit‑ready ServiceNow records
• Own post‑onboarding health and observability, monitoring applications using Zabbix, Azure Monitor, Defender, and Cloudflare
• Raise incidents and anomalies through ServiceNow, ensuring proper tracking, documentation, and follow‑through
• Enforce change management and governance compliance, ensuring all work flows through formal ITIL/ITSM and CAB processes
• Maintain complete audit trails, particularly for P1 and P2 incidents, ensuring no closure without full documentation and approval

Who are we looking for?

• Bachelor’s degree or equivalent experience in Information Technology, Computer Science, or a related field
• 2–4 years of experience in IT Operations, Application Support, or Managed Services within an MSP or large enterprise environment
• Proven experience operating in governed, compliance‑heavy environments using formal ITIL/ITSM processes
• Hands‑on ServiceNow experience covering ITSM, Change Management, and CMDB administration including configuration items and dependency mapping
• Demonstrated ownership of application documentation, including runbooks, operational procedures, support playbooks, and process flows
• Ability to write clear, structured English documentation suitable for service desks, operations teams, and audit review
• Practical Microsoft Azure experience including dev, test, and production environments, governance expectations, and Entra ID identity context
• Experience working in an Azure‑first environment with Azure DevOps as the primary engineering platform
• Strong understanding of application lifecycle governance across development, staging, and production
• Excellent written communication skills with confidence operating under executive‑level visibility
• Hands‑on exposure to Zabbix, Azure Monitor, Defender, or Cloudflare
• Experience using Jira within an integrated ITSM or enterprise operations environment
• Prior industry background in financial services or specialty insurance