We are looking for an Enterprise ITSM Architect & Transition Lead to support a large-scale network consolidation program at a US-based Tier-2 Telco.
The role designs the operational engine of the transformation, including the ITSM framework, CAB quality gates, and functional workflows that translate validated network events into structured support tickets. It is a dual-phase responsibility: first, architecting the unified ITSM operating model; then governing hyper-care exit gates to ensure stable transitions into BAU operations.
This position is ideal for professionals experienced in building ITSM architectures from scratch and establishing governance frameworks for large-scale enterprise transformations. This is a functional process architecture role with a focus on design rather than implementation. The scope does not include writing JavaScript, building REST/SOAP APIs, or configuring the ITSM platform backend.
Responsibilities:
- Design the target operating model, including the end-to-end ITSM framework, ticket routing logic, and incident management workflows for the consolidated enterprise.
- Establish CAB quality gates enforcing strict ITIL intake standards and mandatory global regulatory holds (e.g., e911, UK IPA) prior to execution approval.
- Define incident workflow design, mapping validated observability events into structured ITSM processes aligned with ITIL best practices.
- Design the functional logic and specifications for automated incident creation and routing, including rules for NOC assignment, SLA application, and alert deduplication. Deliver clear, structured process maps and functional requirements that enable client platform teams to implement the solution within the ITSM system (no backend development or coding required).
- Govern the hyper-care window by managing warranty periods for newly migrated sites and enforcing strict exit criteria before BAU handover.
- Act as the escalation and governance authority between migration engineering and operations teams, rejecting site handovers that do not meet stability thresholds.
- Ensure operational readiness by validating that architectural designs are fully translated into actionable Tier 1 / Tier 2 runbooks.
- Partner closely with the Network Observability Architect to align telemetry interpretation with ITSM process logic, including prioritization, categorization, and SLA assignment of validated alerts.