L3 Architect

Sapiens; Bengaluru; Hybrid; INR 3,000,000 - 6,000,000; Full time

Job summary

Sapiens is seeking a senior full-stack technologist to anchor the Support organization and act as the primary interface with Project and Software Engineering. This role spans the complete technology stack—from network to core configuration—and drives action from support data while coordinating with engineering on ServiceNow and JIRA workflows.

Based in Bangalore, the position offers a flexible hybrid work model.

Qualifications

• Ability to reason across the full technology stack including network, infra and app configuration.
• Several years in a senior support engineering or technical operations role interfacing with software teams.
• Hands-on experience with ServiceNow and JIRA, and incident escalation workflows.
• Data analysis of large ticket backlogs to drive actionable recommendations.
• Proven ability to build and manage relationships across IT teams.

Responsibilities

• Owns end-to-end technical leadership across Support, Project, and Software Engineering.
• Liaises between Support and engineering, manages JIRA tickets from ServiceNow.
• Analyzes 2,000+ tickets to surface patterns and root causes.
• Triage and reconcile ServiceNow/JIRA data to reflect reality for decision-making.
• Lead process and tooling improvements to reduce ticket volume and improve resolution time.
• Mentor the team and document cross-stack troubleshooting knowledge.

Skills

Full-Stack depth

Support/Operations

ServiceNow/JIRA

Data-driven analysis

Cross-functional influence

Education

ITIL 4 Foundation (or higher)

Tools

ServiceNow

JIRA

Job description

Sapiens is on the lookout for a 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.

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.

Sapiens is an equal opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds.

Disclaimer

Sapiens India does not authorise any third parties to release employment offers or conduct recruitment drives via a third party. Hence, beware of inauthentic and fraudulent job offers or recruitment drives from any individuals or websites purporting to represent Sapiens. Further, Sapiens does not charge any fee or other emoluments for any reason (including without limitation, visa fees) or seek compensation from educational institutions to participate in recruitment events. Accordingly, please check the authenticity of any such offers before acting on them and were acted upon, you do so at your own risk. Sapiens shall neither be responsible for honouring or making good the promises made by fraudulent third parties, nor for any monetary or any other loss incurred by the aggrieved individual or educational institution. If you come across any fraudulent activities in the name of Sapiens, please feel free report the incident at sapiens to [e-mail]