Senior Full-Stack Support Architect

Sapiens; Bengaluru; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Sapiens is seeking a senior L3 Architect – a full‑stack technologist who will anchor the Support organization and interface with Project and Software Engineering. This role concentrates on the complete technology stack, turning years of support data into clear, prioritized actions that boost reliability and customer experience.

You will own cross‑team collaboration, manage a large backlog, and drive improvements in data integrity and incident resolution.

Qualifications

• Full-Stack technical depth across network, infrastructure, platform and application configuration.
• Senior support engineering or technical operations experience.
• Hands-on with ServiceNow and JIRA for cross-system handoffs.
• Data-driven analysis of large ticket datasets to drive actions.
• Strong cross-functional influence across IT teams and stakeholders.

Responsibilities

• Full-Stack Technical Ownership – diagnose issues across network, infrastructure, platform and application config and act as escalation point.
• Engineering Liaison & Cross-Team Relationships – interface between Support and Project/Software Engineering, route and resolve tickets.
• Data Analysis & Defined Actions – review 2,000+ tickets to surface patterns and translate findings into prioritized recommendations.
• Backlog & Inventory Health – reconcile ServiceNow and JIRA to reflect reality.
• Process & Continuous Improvement – propose tooling and process changes to reduce ticket volume and improve resolution time.
• Knowledge & Enablement – document troubleshooting steps, runbooks and mentor the team.
• First-Year Priorities – be the trusted interface, review backlog, reconcile workflows and deliver measurable improvements.

Skills

Full-Stack ownership

Support/Operations experience

Cross-functional influence

Data-driven analysis

Tools

ServiceNow

JIRA

Job description

L3 Architect – Sapiens

L3 Architect 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.

Location: Bangalore. Working Model: flexible work arrangement combining remote and in‑office work to optimize flexibility and productivity. The position is part of the Sapiens CTO – Cloud Services division.

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.

Responsibilities

• Full‑Stack Technical Ownership – serve as the senior technologist who reasons across the entire stack (network, infrastructure, platform, core and custom application configuration) and act as the escalation point for complex cross‑layer problems.
• Engineering Liaison & Cross‑Team Relationships – be the primary interface between Support and Project and Software Engineering, managing inter‑team workflow and ensuring JIRA tickets from ServiceNow are correctly scoped, routed and resolved.
• Data Analysis & Defined Actions – review, quantify and analyze a backlog of 2,000+ tickets over four years to surface patterns, root causes and recurring failure modes, and translate findings into prioritized recommendations across process, training, infrastructure and software.
• Backlog & Inventory Health – address drift between ServiceNow and JIRA, triage, deduplicate, age out and reconcile open items so the backlog reflects reality.
• Process & Continuous Improvement – recommend and help implement process, training and tooling changes that reduce ticket volume, prevent recurrence and shorten resolution time, and quantify expected impact for leadership.
• Knowledge & Enablement – capture cross‑stack troubleshooting knowledge, raise the technical capability of the Support team through documentation, runbooks and mentoring.

Required Skills

• Full‑Stack Technical Depth – demonstrate ability to diagnose issues that cross networking, infrastructure, systems and application configuration boundaries.
• Support / Operations Experience – several years in a senior support engineering or technical operations role, preferably 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: ITIL4 Foundation (or higher) and relevant networking, cloud or platform certifications.
• Methodologies – familiarity with SDLC, Agile and continuous‑improvement practices (e.g., Lean or Six Sigma).
• Analytics Tooling – experience reporting and analyzing 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 is a global leader in intelligent insurance software solutions, offering a SaaS platform that supports property and casualty, workers’ compensation and life insurance businesses. Sapiens serves over 600 customers in more than 30 countries and is recognized as a Microsoft Top100 Partner.

Employment Notice

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