CISNGE - ITOM Event Management Engineer

Infosys; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Infosys in Hyderabad is seeking an experienced ServiceNow ITOM specialist to design, implement, and optimize Event Management within a complex enterprise environment.

You will integrate monitoring tools such as Dynatrace and SCOM using MID Servers and APIs, develop alerting and remediation playbooks, and collaborate with Incident, Problem and Change teams to ensure seamless IT operations.

Qualifications

• Strong knowledge of ServiceNow ITOM and Event Management components.
• Experience integrating monitoring tools (Dynatrace, SCOM) with ServiceNow.
• Hands-on with MID Server configuration and troubleshooting.

Responsibilities

• Implement and optimize ServiceNow Event Management, including Event Rules and Alert Rules.
• Design integrations with event sources using MID Servers, APIs, and connectors.
• Develop alert correlation logic and actionable notifications for IT operations.
• Collaborate with Incident, Problem and Change teams for process alignment.
• Establish dashboards, KPIs, and reporting for event and alert management.
• Drive adoption of Service Operations Workspace and enhance user experience.
• Support automation of event responses using Orchestration and playbooks.
• Provide SME-level troubleshooting and continuous improvement of Event Management.
• Align with ITOM, AIOps and CMDB strategies for holistic IT visibility.
• Maintain architecture diagrams, knowledge articles, SOPs.

Skills

ServiceNow ITOM

Event Management

MID Server

APIs

CMDB

Incident/Problem/Change

Service Operations Workspace

Orchestration/Playbooks

AIOps

Flow Designer

IntegrationHub

Dynatrace/SCOM

Job description

Job Description:

Required Skill: Servicenow ITOM

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)

Requirements: