Responsibilities
- Define the future-state operating model, including enterprise-wide ITSM framework, ticket routing logic, and incident management processes across the integrated organization
- Establish a Change Advisory Board (CAB) review checkpoint to enforce compliance with ITIL intake standards and required regulatory controls such as e911 and UK IPA prior to implementation
- Transform raw observability signals into structured entries within the designated ITSM system, such as ServiceNow or Jira Service Management, to enable end-to-end operational workflows
- Design and implement automated rules for incident generation in the ITSM platform, ensuring validated alerts are correctly assigned to NOC queues, tagged with proper SLAs, and consolidated to prevent duplication
- Finalize foundational ITSM architecture and hand over approved runbooks and operational guidelines to the Service Delivery Manager ahead of large-scale deployment
- Work closely with the Network Observability Architect to align telemetry data and alert thresholds, enabling automated creation of ITSM tickets through API-based integrations
