Responsibilities
- Design the target operating model, including the end-to-end ITSM framework, ticket routing logic, and incident management workflows for the consolidated enterprise.
- Establish CAB quality gates enforcing strict ITIL intake standards and mandatory global regulatory holds (e.g., e911, UK IPA) prior to execution approval.
- Define incident workflow design, mapping validated observability events into structured ITSM processes aligned with ITIL best practices.
- Design the functional logic and specifications for automated incident creation and routing, including rules for NOC assignment, SLA application, and alert deduplication. Deliver clear, structured process maps and functional requirements that enable client platform teams to implement the solution within the ITSM system (no backend development or coding required).
- Govern the hyper-care window by managing warranty periods for newly migrated sites and enforcing strict exit criteria before BAU handover.
- Act as the escalation and governance authority between migration engineering and operations teams, rejecting site handovers that do not meet stability thresholds.
- Ensure operational readiness by validating that architectural designs are fully translated into actionable Tier 1 / Tier 2 runbooks.
- Partner closely with the Network Observability Architect to align telemetry interpretation with ITSM process logic, including prioritization, categorization, and SLA assignment of validated alerts.
Requirements
- Experience in building ITSM architectures from scratch
- Experience in establishing governance frameworks for large-scale enterprise transformations
- Functional process architecture experience with a focus on design rather than implementation
- Knowledge of ITIL best practices
- Ability to design end-to-end ITSM frameworks, ticket routing logic, and incident management workflows
- Ability to define CAB quality gates with strict ITIL intake standards and global regulatory holds
- Ability to map validated observability events into structured ITSM processes
- Ability to design functional logic and specifications for automated incident creation and routing
- Ability to govern hyper-care exit gates and enforce stability thresholds
- Ability to act as escalation and governance authority between engineering and operations teams
- Ability to validate operational readiness through runbook translation
