We are looking for an ITSM/ITIL Architect to serve as the process architect for a large-scale network consolidation program at a US-based Tier-2 Telco. The role designs the operational engine, including the ITSM framework, CAB quality gates, and alert correlation logic that translates raw network telemetry into structured support tickets. Responsibilities focus on building rules and governance mechanisms, while the Service Delivery Manager enforces them. This position suits professionals experienced in designing ITSM architectures from scratch and creating governance engines for large-scale IT mergers.
Responsibilities:
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Design the target operating model, including the overarching ITSM framework, ticket routing logic, and incident management workflows for the consolidated enterprise
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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
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Map raw observability alerts into the target ITSM platform (e.g., ServiceNow, Jira Service Management) to build the operational logic pipeline
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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
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Complete the core ITSM design and transition finalized runbook templates and operating rules to the Service Delivery Manager prior to volume factory execution
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Collaborate directly with the Network Observability Architect to integrate telemetry and monitoring thresholds, translating validated alerts into actionable ITSM tickets via API webhooks