Responsibilities
- Define the future-state operating model, incorporating the enterprise-wide ITSM framework, ticket routing logic, and incident management processes across the integrated organization
- Establish a Change Advisory Board (CAB) quality checkpoint to enforce compliance with ITIL intake standards and required global regulatory controls, such as e911 and UK IPA, prior to implementation
- Transform raw observability alerts into structured inputs within the designated ITSM system, such as ServiceNow or Jira Service Management, to form the foundation of operational automation
- Design rules for automatic incident generation in the ITSM platform, ensuring validated alerts trigger accurate NOC queue assignments, correct SLA application, and consolidation of duplicates under a single parent ticket
- Finalize core ITSM architecture and hand over completed runbook templates and operational guidelines to the Service Delivery Manager ahead of large-scale deployment
- Partner closely with the Network Observability Architect to align telemetry data and monitoring thresholds, enabling validated alerts to generate actionable service tickets through API-based webhooks
