CISNGE - ITOM Event Management Engineer
Infosys
Key Responsibilities
- Implementation and optimization of ServiceNow Event Management, including Event Rules, Alert Rules, Impact Mapping, and CMDB integrations.
- Design and maintain integrations with event sources (e.g., Dynatrace, Microsoft SCOM, etc.) using MID Servers, APIs, and connectors.
- Develop and refine alert correlation logic and actionable notifications to support IT operations.
- Collaborate with Incident, Problem, and Change Management teams to ensure seamless process alignment.
- Establish monitoring dashboards, KPIs, and reporting for event and alert management.
- Drive the adoption of Service Operations Workspace and enhance user experience.
- Support automation of event response using ServiceNow Orchestration and playbooks.
- Provide SME-level support, troubleshooting, and continuous improvement of the Event Management capability.
- Ensure alignment with ITOM, AIOps, and CMDB strategies for holistic IT visibility.
- Maintain documentation, including architecture diagrams, knowledge articles, and SOPs.
- Strong knowledge of integrating monitoring tools (e.g., Dynatrace, SCOM) with ServiceNow.
- Solid understanding of CMDB data model and Service Mapping concepts.
- Experience with MID Server configuration and troubleshooting.
- Proficiency in ServiceNow components: Event Rules, Alert Rules, Impact Mapping, Service Operations Workspace.
- Familiarity with ITIL processes (Incident, Problem, Change, CMDB).
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- ServiceNow Certified Implementation Specialist (CIS) - Event Management.
- Experience with AIOps, Predictive Intelligence, and automated remediation workflows.
- Knowledge of automation and orchestration tools (e.g., Flow Designer, IntegrationHub, PowerShell scripts).
- Experience in large-scale enterprise environments with complex IT ecosystems. Location : Hyderabad STP (Gachibowli)