Responsibilities
- Configure and optimize MID Servers, credentials, probes, and sensors in coordination with the ITSM-Configuration Management team to ensure precise and secure discovery of infrastructure across on-premises and cloud environments.
- Create and manage dynamic and static service maps to improve CMDB integrity, incident resolution, and change impact assessments using tools such as Dynatrace.
- Partner with implementation teams to deploy Event Management capabilities.
- Connect monitoring platforms like SolarWinds, Dynatrace, and Splunk to ingest and correlate events, minimize alert fatigue, and enable proactive incident handling.
- Develop and sustain custom scripts, discovery patterns, and integrations to streamline IT operations management workflows, including use of Integration Hub ETL, Service Graph Connectors, and Apigee.
- Coordinate with infrastructure, networking, and application teams to align discovered configuration items with operational requirements.
- Support development and configuration within ITSM modules: Incident, Problem, Change, Request, and Knowledge management.
- Support development and configuration within ITAM modules: Hardware and Software Asset Management.
- Support development and configuration within SecOps modules: Security Incident Response and Vulnerability Response.
- Design and implement automated workflows, business rules, UI policies, client scripts, and notification systems.
- Maintain and enhance Service Portal interfaces and CMS components.
- Manage ServiceNow instances, handle update set promotions, and coordinate release activities.
- Assist in creating reports, dashboards, and performance metrics for operational insights.
- Provide ongoing platform support, including troubleshooting and root cause analysis for technical issues.
- Engage in code reviews and guide junior development staff.
Work Arrangement
Remote (Worldwide)
Other
- This role functions in a standard office setting with adequate lighting, climate control, and no exposure to hazardous conditions.
- Frequent verbal and telephonic communication with technical stakeholders across multiple locations is required.
- Manual dexterity is necessary for regular keyboard use.
- Clear hearing is essential for sustained phone and face-to-face conversations.
- The work environment demands focus, deadline adherence, multitasking across concurrent projects, and adaptability to interruptions.
- Travel may be required to support project execution.
