Senior Solution Architect / ITSM Engineer

Full-time Other-General

Location: Dubai, UAE

Experience: 5+ years

Salary: As per Industry Standards

Employment Type: Full Time

Job Code: /03

Job Description

Netstratum is seeking a highly experienced ITSM professional with deep expertise in Freshservice to lead the design, configuration, and implementation of our service management platform. This role will play a critical part in replacing our existing system, Cherwell Service Management, and ensuring a smooth migration while optimizing workflows and service delivery.

This is not a support/admin role—we are looking for someone who can architect, implement, and transform ITSM processes at scale.

Key Responsibilities

• Lead end-to-end implementation and optimization of Freshservice
• Design scalable ITSM workflows aligned with ITIL best practices
• Configure advanced automation using workflows, business rules, and triggers...