Systems Integration LifeCycle Engineer

Nscale is focused on establishing a robust service management framework within its Systems Integration organization. The Systems Integration Lifecycle Engineer will design and implement processes for change management, incident management, and operational governance to ensure seamless operations across the data center portfolio.

Responsibilities:

• Build the change management process from scratch change categories (standard, normal, emergency), approval workflow, CAB cadence, Jira ticket template, change calendar
• Coordinate with Operations on cross-team change visibility SI changes that affect the facility go through a unified process, not two separate ones
• Run the change advisory process day-to-day — chair the CAB, track the change queue, ensure post-implementation reviews happen
• Build the change freeze calendar aligned with Ward County go-live windows and Microsoft tenant notification requirements
• Build the incident management process alignment, severity levels, escalation paths, ticket template, on-call rotation, post-mortem format
• Integrate incident management with the existing Operations PagerDuty setup, and Business Operations alerts route to on-call, escalate to Operations when MEP systems are affected
• Handoff to Business Ops the incident process on-call rotation, ensure incidents are documented, drive post-mortems within SLA hours of resolution
• Build the known-error database from the first 30 days of operation
• Onboard team to PagerDuty on-call schedules, alert routing rules, escalation policies, integration with alerting sources
• Coordinate with Operations and the Telemetry Engineer on alert routing BMS/SCADA alerts land in the right PagerDuty service, not a black hole
• Administer the CMDB for SI-governed assets
• Write the 5 core SOPs required,; document every process gap discovered in the first 30 days the backlog Phase 3 leadership inherits, and move to Business Operations

Requirements:

• 5–8+ years as an ITIL practitioner, IT service management engineer, or operations engineer — has personally built change and incident management processes, not just used them
• Hands-on ServiceNow or Jira Service Management at admin/configuration level
• PagerDuty administration experience — schedules, routing rules, escalation policies, integrations
• Able to deliver a working change process in 14 days — proven track record of fast, pragmatic delivery over perfect design
• ITIL 4 Foundation or higher required
• Datacenter or infrastructure operational context strongly preferred
• ITIL Practitioner or equivalent preferred