L3 Architect

Sapiens is on the lookout for senior, full-stack technologist to serve as the technical anchor of the Support organization and its primary interface with Project and Software Engineering. This role closes a critical gap: a single person who understands the complete technology stack — from the network layer, through infrastructure and the platform, to the core and custom configuration of the application — and who can turn years of accumulated support data into clear, prioritized action. You will own the relationship between Support and the engineering teams who work in ServiceNow, bring discipline to how issues are escalated, tracked, and reconciled across ServiceNow and JIRA, and convert operational signal into defined decisions about process, training, infrastructure, and software.
Location: Bangalore
Working Model: Our flexible work arrangement combines both remote and in-office work, optimizing flexibility and productivity.
This position will be part of Sapiens CTO – Cloud Services division, for more information about it, click here: www.sapiens.com.

Mission:    
Provide end-to-end technical leadership across the Support organization by bridging Support with Project and Software Engineering, restoring trust in operational data and inventory, and converting support trends into defined, prioritized actions that improve reliability, resolution time, and customer experience.

What you’ll do:
•    Full-Stack Technical Ownership: Serve as the senior technologist who reasons across the entire stack — network, infrastructure, platform, and the core and custom configuration of the application. Act as the escalation point for the most complex, cross-layer problems that no single team fully owns.
•    Engineering Liaison & Cross-Team Relationships: Serve as the primary interface between Support and Project and Software Engineering. Manage the inter-team relationship and the workflow in which Support opens and tracks JIRA tickets from ServiceNow, ensuring issues are correctly scoped, routed, and resolved with the teams that own them.
•    Data Analysis & Defined Actions: Review, quantify, and analyze the backlog of 2,000+ tickets spanning four years to surface patterns, root causes, and recurring failure modes. Translate findings into defined, prioritized recommendations across process, training, infrastructure, and software (core or custom configuration).
•    Backlog & Inventory Health: Address the drift between ServiceNow and JIRA, where linked inventory and ticket records go stale. Establish a sustainable approach to triage, deduplicate, age out, and reconcile open items so the backlog reflects reality and can be trusted for decision-making.
•    Process & Continuous Improvement: Recommend and help implement the process, training, and tooling changes that reduce ticket volume, prevent recurrence, and shorten resolution time. Quantify the expected impact of each recommendation so leadership can prioritize investment.
•    Knowledge & Enablement: Capture cross-stack troubleshooting knowledge and raise the technical capability of the Support team through documentation, runbooks, and mentoring.

What to Have for this position.
Must have Skills:
•    Full-Stack Technical Depth: Demonstrated ability to reason across the entire technology stack — networking, infrastructure and systems, and application configuration including custom config — and to diagnose issues that cross those boundaries.
•    Support / Operations Experience: Several years in a senior support engineering, technical operations, or systems/solutions architecture role, ideally interfacing directly with software and project engineering teams.
•    Tooling: Hands-on experience with ServiceNow and JIRA, including the handoff between an ITSM system of record and engineering issue tracking.
•    Data-Driven Analysis: Proven ability to analyze large volumes of operational and ticket data, quantify trends, and convert them into prioritized, actionable recommendations.
•    Cross-Functional Influence: Strong track record of building and managing relationships across IT teams and translating technical findings into decisions stakeholders can act on.

Preferred Qualifications
•    Certifications: ITIL 4 Foundation (or higher) and relevant networking, cloud, or platform certifications.
•    Methodologies: SDLC familiarity; Agile and continuous-improvement experience (e.g., Lean or Six Sigma) helpful.
•    Analytics Tooling: Experience reporting and analyzing over ServiceNow or JIRA data using dashboards, queries, or BI tooling.
•    Environment: SaaS, cloud operations, or custom-configured enterprise application experience.

First Year Priorities
•    Establish yourself as the trusted technical interface between Support and Project / Software Engineering.
•    Complete a full review of the 2,000+ ticket backlog and deliver a prioritized set of defined actions.
•    Reconcile the ServiceNow-to-JIRA workflow and restore confidence in inventory and ticket data.
•    Deliver measurable improvements in resolution time and reduction of recurring issues.
•    Stand up a repeatable process for turning support data into ongoing improvement recommendations.

About Sapiens:
Sapiens International Corporation (NASDAQ and TASE: SPNS) is a global leader in intelligent insurance software solutions. With Sapiens’ robust platform, customer-driven partnerships, and rich ecosystem, insurers are empowered to future-proof their organizations with operational excellence in a rapidly changing marketplace. We help insurers harness the power of AI and advanced automation to support core solutions for property and casualty, workers’ compensation, and life insurance, including reinsurance, financial & compliance, data & analytics, digital, and decision management. Sapiens boasts a longtime global presence, serving over 600 customers in more than 30 countries with its innovative SaaS offerings. Recognized by industry experts and selected for the Microsoft Top 100 Partner program, Sapiens is committed to partnering with our customers for their entire transformation journey and is continuously innovating to ensure their success. For More information visit us on www.sapiens.com.
Sapiens is an equal opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds.

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