Subject Matter Expert (Support&Ops)

Job Summary

The ITOM resource is responsible for monitoring, managing, and optimizing IT infrastructure operations, with a strong focus on event management, alerting, automation, and CMDB accuracy. This role ensures proactive detection, faster incident resolution, and improved service availability through integrated ITOM platforms (e.g., Service Now ITOM).

Key Responsibilities

1. Monitoring & Event Management Design, implement, and manage monitoring solutions across infrastructure and applications Configure and maintain: Alerts Thresholds Monitoring rules Continuously review monitoring effectiveness and optimize alert noise Ensure proactive detection of issues before user/business impact Job Descri...f position | Viva Engage 2. Alert Management & Incident Correlation Analyze alerts and events to: Identify root causes Correlate events across multiple systems Reduce false positives and improve alert quality Work closely with Incident Management teams for faster resolution Job Descri...f position | Viva Engage 3. Automation & Orchestration Develop and manage: Automated workflows Event-driven remediation scripts Orchestrate actions to resolve incidents automatically where possible Drive closed-loop automation and predictive operations Exhibit 19...n Document | Word 4. Discovery & CMDB Management Perform infrastructure discovery and ensure: Accurate CI data Up-to-date CMDB records Support: Service mapping Dependency mapping across applications and infrastructure Subject: A...share my | Viva Engage 5. Service Now ITOM / Tool Management Work on ITOM modules such as: Event Management Discovery Service Mapping Integrate monitoring tools with ITSM platforms Configure dashboards, workflows, and integrations 6. Performance & Reliability Improvement Analyze trends and monitoring data to: Identify performance bottlenecks Improve system reliability Recommend improvements in monitoring coverage Ensure high availability of IT services 7. Reporting & Documentation Generate reports on: System performance Alert trends Service availability Maintain documentation for: Monitoring configurations Automation workflows Job Descri...f position | Viva Engage 8. Continuous Improvement Review monitoring gaps and suggest enhancements Adopt industry best practices in event management and automation Drive efficiency improvements across IT operations

Skill Requirements

Technical Skills Required Core ITOM Skills Event Management & Alert Correlation Infrastructure & Application Monitoring Incident & Problem Management (ITIL aligned)

Other Requirements

Automation & Scripting Scripting: PowerShell / Bash / Python Automation tools and workflows Integration between monitoring and ITSM platforms Job Descri...f position | Viva Engage