Responsibilities
- Design the target operating model, including the overarching ITSM framework, ticket routing logic, and incident management workflows for the consolidated enterprise
- Build the CAB quality gate to enforce strict ITIL intake requirements and mandatory global regulatory holds (e.g., e911, UK IPA) before any site moves to execution
- Map raw observability alerts into the target ITSM platform (e.g., ServiceNow, Jira Service Management) to build the operational logic pipeline
- Architect automated incident-creation rules within the ITSM platform. Ensure that validated alerts from the observability platform are automatically routed to the correct NOC queue, assigned the appropriate SLA, and deduplicated into a single parent ticket
- Complete the core ITSM design and transition finalized runbook templates and operating rules to the Service Delivery Manager prior to volume factory execution
- Collaborate directly with the Network Observability Architect to integrate telemetry and monitoring thresholds, translating validated alerts into actionable ITSM tickets via API webhooks
Requirements
- Experience in designing ITSM architectures from scratch
- Experience in creating governance engines for large-scale IT mergers
