Overview
Role summary Lead end-to-end architecture for a large-scale telecom service management transformation. The role spans business, solution, integration, data, and security architecture, producing the design artefacts that downstream build and run teams depend on
Responsibilities
Key responsibilities
- Author and maintain the end-to-end architecture blueprint covering business, solution, integration, data, and security domains.
- Produce High-Level and Low-Level Design packages for ServiceNow workflows, CSDM mappings, API integrations, and AIOps event correlation.
- Define integration patterns across ServiceNow, CRM, BSS, and AIOps platforms using TMF OpenAPI standards.
- Support stand-up of greenfield ServiceNow capabilities, including ITSM, CSDM, CMDB, SPM, TSOM, MID Server, and platform security controls.
- Align design outputs to customer journey value chains and ITIL 4 practices.
- Operate inside a formal architecture governance model, including Architecture Review Board and Design Authority forums.
- Maintain architectural guardrails consumed by ITIL practice, product catalog, platform implementation, AIOps, and QA workstreams.
Requirements
Required experience
Required Experience
- 10+ years of solution or enterprise architecture experience, with at least 3 years on telecom transformation programs.
- Hands-on ServiceNow design across ITSM, CSDM, CMDB, SPM, and TSOM.
- Strong working knowledge of TMF Open APIs and the TMF SID, applied in delivery (for example TMF 620, 633, 634, 638, 639, 641, 642).
- ITIL 4 fluency across the service value chain and core practices.
- Integration design across CRM platforms (Salesforce or similar), BSS platforms (Netcracker, Amdocs, or similar), and AIOps tooling (ScienceLogic, IBM CP4AIOps, SevOne, Dynatrace, or similar).
- API and event-driven design, including API gateway patterns (Kong or similar).
- Track record of authoring HLD and LLD packages inside a multi-vendor delivery model.
Nice to have
- Experience with North American telecom carriers.
- TMF Forum or ITIL 4 certifications.
- AIOps, agentic AI, or AI-assisted operations design exposure.
