ITOM Technical Lead

Genpact; New Delhi; Hybrid; INR 3,200,000 - 5,200,000; Full time

Job summary

Genpact in Delhi is seeking an experienced ServiceNow ITOM Lead to drive design, implementation, and enhancement of ITOM solutions. You will collaborate with infrastructure, application, cloud, and service management teams to deliver scalable ITOM capabilities aligned with business and operational requirements.

The role focuses on owning ITOM architecture, CMDB governance, and cross-team coordination, including integration with monitoring tools and cloud platforms.

Qualifications

• Strong hands-on experience with ServiceNow ITOM.
• Expertise in: Discovery, Service Mapping, Event Management, CMDB, Operational Intelligence, MID Server.
• Strong knowledge of CSDM and CMDB data modeling.
• Experience with ServiceNow integrations using REST/SOAP APIs, IntegrationHub, and web services.
• Knowledge of JavaScript, Glide APIs, business rules, scripts, and ServiceNow platform configuration.
• Experience integrating monitoring tools such as Splunk, Dynatrace, SolarWinds, SCOM, AppDynamics, or similar.
• Understanding of network, server, database, middleware, and cloud infrastructure.
• Strong stakeholder-management and communication skills.

Responsibilities

• Lead the implementation and enhancement of ServiceNow ITOM solutions.
• Design and implement Discovery, Service Mapping, Event Management, and Operational Intelligence.
• Own ITOM architecture, technical design, integrations, and solution governance.
• Configure and customize ServiceNow modules using best practices.
• Lead CMDB strategy, health, governance, reconciliation, and data quality initiatives.
• Implement and optimize ServiceNow Discovery, including MID Server architecture and credential configuration.
• Develop and maintain Service Mapping for critical business applications and services.
• Integrate monitoring tools and infrastructure platforms with ServiceNow Event Management.
• Configure event rules, alert correlation, alert management, and automated remediation.
• Work with cloud platforms such as AWS, Azure, or GCP and integrate them with ServiceNow.
• Lead technical discussions with customers, architects, developers, and infrastructure teams.
• Review technical deliverables and mentor ServiceNow developers/consultants.
• Troubleshoot complex ITOM/CMDB/Discovery issues and provide root-cause analysis.
• Ensure solutions follow ServiceNow upgrade-safe and industry best practices.

Skills

ServiceNow ITOM

Discovery

Service Mapping

Event Management

CMDB

MID Server

CSDM

REST/SOAP APIs

IntegrationHub

JavaScript

Glide APIs

Web services

Monitoring tools

Tools

Splunk

Dynatrace

SolarWinds

SCOM

AppDynamics

Job description

Job Summary

We are looking for an experienced ServiceNow ITOM Lead to lead the design, implementation, and enhancement of ServiceNow IT Operations Management solutions. The candidate will work closely with infrastructure, application, cloud, and service management teams to deliver scalable ITOM capabilities aligned with business and operational requirements.

Key Responsibilities

• Lead the implementation and enhancement of ServiceNow ITOM solutions.
• Design and implement Discovery, Service Mapping, Event Management, and Operational Intelligence.
• Own ITOM architecture, technical design, integrations, and solution governance.
• Configure and customize ServiceNow modules using best practices.
• Lead CMDB strategy, health, governance, reconciliation, and data quality initiatives.
• Implement and optimize ServiceNow Discovery, including MID Server architecture and credential configuration.
• Develop and maintain Service Mapping for critical business applications and services.
• Integrate monitoring tools and infrastructure platforms with ServiceNow Event Management.
• Configure event rules, alert correlation, alert management, and automated remediation.
• Work with cloud platforms such as AWS, Azure, or GCP and integrate them with ServiceNow.
• Lead technical discussions with customers, architects, developers, and infrastructure teams.
• Review technical deliverables and mentor ServiceNow developers/consultants.
• Troubleshoot complex ITOM/CMDB/Discovery issues and provide root-cause analysis.
• Ensure solutions follow ServiceNow upgrade-safe and industry best practices.

Required Skills

• Strong hands-on experience with ServiceNow ITOM.
• Expertise in:
  
  • Discovery
  • Service Mapping
  • Event Management
  • CMDB
  • Operational Intelligence
  • MID Server
• Strong knowledge of CSDM and CMDB data modeling.
• Experience with ServiceNow integrations using REST/SOAP APIs, IntegrationHub, and web services.
• Knowledge of JavaScript, Glide APIs, business rules, scripts, and ServiceNow platform configuration.
• Experience integrating monitoring tools such as Splunk, Dynatrace, SolarWinds, SCOM, AppDynamics, or similar.
• Understanding of network, server, database, middleware, and cloud infrastructure.
• Strong stakeholder-management and communication skills.