Responsibilities
- Create a future-state operating model encompassing the enterprise-wide ITSM structure, alert routing logic, and incident handling procedures following consolidation.
- Establish a Change Advisory Board (CAB) review checkpoint to enforce adherence to ITIL standards and required regulatory controls prior to deployment activities.
- Transform raw monitoring alerts into structured inputs for the designated ITSM system, such as ServiceNow or Jira Service Management, to enable automated operations.
- Design rules within the ITSM platform to automatically generate incidents, ensuring alerts are directed to the correct Network Operations Center queue, tagged with proper SLAs, and grouped to prevent duplication.
- Finalize foundational ITSM architecture and hand over approved runbooks and operational guidelines to the Service Delivery Manager before large-scale implementation.
- Work closely with the Network Observability Architect to align monitoring data and threshold settings, enabling alert-to-ticket conversion through API-based integrations.
