Responsibilities
- Develop a comprehensive operating model featuring an integrated ITSM framework, ticket routing mechanisms, and incident management workflows for a unified enterprise environment
- Establish a Change Advisory Board (CAB) quality checkpoint to enforce rigorous ITIL intake standards and mandatory compliance with global regulatory requirements prior to implementation
- Convert raw observability alerts into structured inputs within the designated ITSM system, such as ServiceNow or Jira Service Management, to form a functional operational pipeline
- Design automated rules for incident creation in the ITSM platform, ensuring validated monitoring alerts are correctly routed to the appropriate NOC queue, assigned proper SLAs, and consolidated to prevent duplication
- Finalize foundational ITSM architecture and transfer approved runbook templates 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 monitoring thresholds, enabling the transformation of verified alerts into actionable service tickets through API-based webhooks
