ITSM-Servicenow - TechDigital Group : Job Details

Monitoring & Central Dashboard

- Lead the design and implementation of enterprise-wide monitoring solutions for infrastructure and applications.

- Architect centralized dashboards for real-time visibility into system health, performance, and alerts using AIOps platforms.

- Ensure proactive incident detection and resolution through event monitoring systems and technical staff interventions.

Disaster Recovery

- Own the disaster recovery strategy and execution across business-critical systems.

- Conduct risk assessments, DR drills, and ensure alignment with business continuity objectives and compliance standards.

- Collaborate with IT and business units to ensure recovery plans are aligned and tested regularly.

ServiceNow & ITSM

- Oversee ServiceNow modules including Incident, Problem, Change, and Request Management.

- Ensure all incidents are logged, categorized, and prioritized in ServiceNow with complete lifecycle documentation.

- Integrate email-based incident creation and automate workflows for faster resolution.

KPI/SLA Governance

- Define and track KPIs and SLAs across IT operations and service areas.

- Generate regular reports for stakeholders and ensure SLA adherence, especially for P1/P2 incidents.

- Lead governance meetings (CCB-CMT, DSR) and bridge calls for critical incidents.

AIOps & Automation

- Drive AIOps initiatives to automate root cause analysis, anomaly detection, and predictive maintenance.

- Collaborate with cross-functional teams to implement AI-driven insights into operational workflows.

- Support continuous improvement through digitization and transformation programs.

Process Improvement

- Optimize ITIL-aligned processes for Incident, Problem, and Change Management.

- Maintain comprehensive documentation for IT processes and workflows.

- Implement quality control measures to reduce error rates and backlog tickets.

Required Skills

- 10+ years in IT operations and infrastructure support.

- Hands-on experience with ServiceNow, monitoring tools (e.g., Moogsoft , SolarWinds, Dynatrace), and DR technologies.

- Strong understanding of ITIL processes, SLA governance, and AIOps platforms.

- Proficiency in automation scripting (PowerShell, Python) and dashboarding tools.

- Excellent communication and stakeholder management skills.