ITSM Engineer

Observability & Monitoring • Implement, configure, and maintain enterprise monitoring and observability solutions. • Configure monitoring for servers, network devices, applications, databases, storage, virtualization, and cloud infrastructure. • Configure events, alerts, thresholds, dashboards, reports, and service health views. • Work with monitoring platforms such as BMC, SolarWinds, Dynatrace, Datadog, Grafana, Prometheus, ELK, SCOM, or similar. • Troubleshoot monitoring, event, performance, and integration issues. ITSM & Service Management • Implement and configure ITSM processes • Configure workflows, forms, notifications, assignments, priorities, SLAs, and escalations. • Integrate monitoring/event-management platforms with ITSM solutions for automated incident creation and updates. • Support ITSM dashboards, reports, and operational processes. Integration & Automation • Support integrations using REST APIs, webhooks, SNMP, Syslog, agents, and other standard protocols. • Develop basic automation scripts using Python, Bash, PowerShell, or similar languages. • Support automation and configuration management using Ansible, Terraform, Jenkins, or similar tools. • Assist with integrations between monitoring, ITSM, CMDB, cloud, automation, and third-party platforms. Job Requirements • 3–4 years of relevant experience in observability, enterprise monitoring, ITOM, ITSM, infrastructure operations, or a related field. • Hands-on experience with at least one or more enterprise monitoring/observability platforms. • Good understanding of monitoring, logging, alerting, event management, incident management, and service availability. • Experience or exposure to ITSM, ITOM, CMDB, Discovery, Asset Management, and Service Mapping. • Experience with one or more platforms such as BMC/BMC Helix, SolarWinds, Dynatrace, Datadog, Grafana, Prometheus, ELK/Elastic, SCOM, or ServiceNow. • Good understanding of Linux/Windows operating systems and networking concepts. • Basic knowledge of REST APIs and system integration. • Basic scripting experience in Python, Bash, PowerShell, or similar. • Exposure to AWS, Azure, or GCP and their monitoring capabilities. • Exposure to Docker, Kubernetes, Ansible, Terraform, or Jenkins is an advantage. • Strong troubleshooting, analytical, and problem-solving skills. • Good communication and teamwork skills, with the ability to work in a customer-facing environment.