Principal Engineer, Software

About T-Mobile:
T-Mobile US, Inc. (NASDAQ: TMUS), headquartered in Bellevue, Washington, is Americas supercharged Un-carrier, connecting millions through its strong nationwide network and flagship brands, T-Mobile and Metro by T-Mobile. Customers benefit from an unmatched combination of value, quality, and exceptional service experience.
About TMUS Global Solutions:
TMUS Global Solutions is a world-class technology powerhouse accelerating the companys global digital transformation. With a culture built on growth, inclusivity, and global collaboration, the teams here drive innovation at scale, powered by bold thinking.
TMUS India Private Limited operates as TMUS Global Solutions.

Job Responsibilities:

Define and lead the ITSM technical architecture and engineering strategy

• Establish platform architecture, design patterns, engineering standards, and development frameworks for Incident, Problem, Change, Request, and Catalog processes. Ensure ITSM solutions are scalable, highly available, and aligned with enterprise architecture principles.

Architect and modernize ITSM workflows to improve reliability and reduce operational friction

• Design automation-first workflows that streamline triage, routing, approvals, and fulfillment. Introduce predictive and AI-driven capabilities using ServiceNow Predictive Intelligence, Flow Designer, and integration frameworks.

Lead modernization of Change Enablement and operational governance

• Implement automated risk scoring, CI-based impact analysis, dependency mapping, maintenance window logic, and intelligent approval models. Champion best practices that reduce change-related outages and improve service stability.

Influence cross-functional engineering and business strategy

• Collaborate with platform engineering, SRE, security, infrastructure, support, and business leaders to ensure alignment of ITSM capabilities with operational goals. Translate complex service challenges into technical roadmaps and engineering blueprints.

Drive integration architecture and service data quality improvements

• Define authoritative data sources, optimize assignment and routing logic, enhance service taxonomies, and ensure ITSM data accuracy for reporting, analytics, and operational decision-making. Strengthen alignment between ITSM, CMDB, ITAM, catalog, and knowledge ecosystems.

Evaluate emerging ServiceNow capabilities and industry best practices

• Assess new features, plugins, release functionality, and architectural patterns to evolve T-Mobiles ITSM platform. Recommend adoption strategies for AI, machine learning, and next-gen automation capabilities to elevate IT operations.

Mentor engineering teams and elevate ITSM capability maturity

• Provide technical leadership, architectural guidance, code review support, and best-practice mentorship. Develop documentation, standards, design guidelines, and governance models that improve quality and reduce delivery risk.

Lead enterprise-scale ITSM improvement initiatives

• Oversee complex projects such as ITSM standardization, process redesign, automation expansion, technical debt remediation, environment cleanups, data migrations, and integrations with mission-critical systems.

Education & Work Experience:

• Bachelors Degree in Computer Science or Engineering (Required); Masters preferred
• 710+ years of engineering experience , with deep ServiceNow and ITSM expertise
• Proven leadership in delivering enterprise-scale ITSM transformations

Knowledge, Skills, and Abilities:

• Exceptional communication and cross-functional leadership (Required)
• Strong expertise in JavaScript, Glide API, REST integrations, Flow Designer , and platform engineering patterns
• Deep understanding of ITIL, SRE principles, operational governance, and service reliability engineering
• Advanced analytical skills to design predictive insights, automation frameworks, and service intelligence models
• Ability to influence architecture, strategy, governance, and engineering direction at the enterprise level

TMUS India Private Limited, operating as TMUS Global Solutions, has engaged ANSR, Inc. ("ANSR") as its exclusive recruiting partner. That meansthat any communications regarding TMUS Global Solutions opportunities or employment offers will be issued only through ANSR and the 1Recruit platform. If you receive a communication or offer from another individual or entity, please notify TMUS Global Solutions immediately.

TMUS Global Solutions willnever seek any payment or other compensation during the hiring process or request sensitive personal data (such as bank details or government-issued identification numbers) prior to a candidates acceptance of a formal offer.