Service Excellence Architect – Automation & SOP Systems

This senior role is pivotal in transforming Swyt's manual operational workflows into robust, scalable, and automated systems. You'll drive significant business impact by bridging IT Operations, Automation Engineering, and Product teams, enabling Swyt to scale operations efficiently without increasing headcount. Join us to build and deploy systems that redefine service excellence.

• Analyze service operations and ticket workflows to identify high-impact automation opportunities.
• Design and implement scalable SOP frameworks, operational playbooks, and governance lifecycles to ensure process consistency and prevent duplication.
• Translate complex SOPs into API-driven automation workflows and orchestration logic across critical IT systems (Ticketing, IAM, MDM, M365/Workspace).
• Develop ticket taxonomy and clustering frameworks to identify automation patterns and establish metrics for coverage and efficiency.
• Collaborate actively with engineering, IT operations, and product teams to embed operational standards and drive seamless system integrations.

• Proven experience in Automation Architecture & API Integrations.
• Expertise in SOP Framework Design & Governance.
• Strong understanding of IT Service Management (ITSM) principles & ITIL concepts.
• Experience with Event-driven Workflows (Webhooks, Triggers).
• Proficiency in Ticketing Automation platforms (e.g., Freshdesk, Jira, Zendesk).
• Hands-on experience with SaaS Admin/Automation for platforms like M365, Google Workspace, and MDM.

• Familiarity with AI-powered automation or LLM workflows.
• Experience with automation orchestration platforms (e.g., Workato, Zapier, Tray.io).
• Background in multi-system integrations and developing chatbot/self-service workflows.

• Demonstrable reduction in manual operational effort and increased process efficiency.
• Successful deployment and adoption of API-driven automation workflows across key IT systems.
• Establishment of robust SOP frameworks that prevent process drift and duplication.
• Improved automation coverage and efficiency as measured by defined metrics.
• Effective cross-functional collaboration resulting in integrated operational standards.

Comprehensive benefits package

Swyt is on a mission to simplify IT operations, offering 24/7 support and zero friction for modern businesses. We provide full-stack protection with enforced policies and blocked threats, delivering enterprise-grade IT at a fraction of in-house costs. Our ambition is to be the #1 Next-Gen IT MSP for Modern Businesses in Dubai and the GCC, setting new standards in service excellence and operational efficiency.

Our work environment is professional and fast-paced, emphasizing real-time communication and dynamic problem-solving. As a remote-first team operating from India, we value independent decision-making at the architect level while fostering strong collaboration across distributed teams to deliver innovative solutions.