Service Support Architect

SITA

As Service Support Architect, you will be responsible for ddefining and maintains support models for standard and non-standard services, ensuring alignment with evolving standards and driving consistency across operations. For non-standard scenarios, particularly during bids, the Service Support Architect designs tailored support models. Ensures services are operationally ready by aligning support requirements with business needs, maintaining the service and event catalogues, and managing remediation workflows (both manual and automated) to address alerts effectively. Collaborates with Performance & Quality teams and Service Operations Experts to analyze data and develop plans that enhance operational efficiency and customer experience across the portfolio.

WHAT YOU LL DO

• Define, maintain, and document standard support models, adding them to the service catalog and identifying non-standard models for standardization.
• Collaborate with stakeholders to gather service requirements, align support offerings with business goals, and agree on SLAs with BUs and T&E.
• Support pre-sales by promoting standard models and designing consistent non-standard models for bid responses and post-sales implementation.
• Act as the design quality gate owner for new products, ensuring support models meet operational and business needs.
• Automate transition processes to reduce manual effort and improve efficiency.
• Gather and document non-functional requirements, working closely with product DevOps teams to ensure alignment with the roadmap.
• Maintain accurate, user-friendly documentation and ensure service and event catalogs are current, comprehensive, and adopted across teams.
• Define and improve service descriptions, levels, and expectations in coordination with PSO and BUs, driving consistent customer experience.
• Promote catalog usage through training, regular reviews, and continuous updates to retire outdated services and introduce new ones.
• Develop and maintain an event catalog, defining triggers, thresholds, and remediation steps; provide training and optimize incident response processes.
• Lead post-event reviews and collaborate with stakeholders to refine event coverage and improve operational performance.