Job Description

Job Purpose:

This role oversees ITSM tool, CMDB and monitoring tool integration and automation.

It also involves ITSM tool configuration and management, monitoring infrastructure and tools integration and automation. Additionally, the position needs to collaborate with various IT infrastructure and application teams to manage ITSM and monitoring tools.

Main Responsibilities:

ITSM & Configuration Management:

• Customize and maintain the IT Service Management (ITSM) tool ServiceNow, including workflows, forms, and service catalog items.

• Manage user accounts and perform service customizations in ServiceNow.

• Maintain and update the Configuration Management Database (CMDB) to ensure accurate asset and relationship tracking.

Monitoring Infrastructure (Netgain):

• Install, configure, and support the Netgain monitoring infrastructure for all devices (excluding Mainframe).

• Configure Netgain agents, monitoring rules, severity levels, ticket assignments, and automated actions.

• Integrate Netgain with ServiceNow for automated alert ticket creation.

• Integrate Netgain with Exchange Server and SMS Gateway for email and SMS alert delivery.

• Monitor devices subscribed to services using Netgain.

Reporting and Analytics:

• Generate weekly and monthly monitoring and performance reports for servers.

• Prepare historical monitoring data to support annual capacity planning.

• Automate monitoring report generation to improve efficiency.

• Prepare and deliver the daily performance reports

Monitoring Governance:

• Conduct annual reviews of monitoring rules to ensure relevance and effectiveness.

Automation and Innovation:

• Analyze batch jobs and manual tasks to identify automation opportunities.

• Develop and embed scripts or workflows to reduce manual and repetitive operations.

• Lead the evaluation, testing, and implementation of new automation tools and technologies.

Requirements:

Education & Qualification:

• A bachelor's de gree / diploma in computer science, information technology, or a related field is often preferred.

Work Experience:

• Minimum 5-8 years of relevant experience in ITSM, infrastructure monitoring and automation.

• Experience in banking industry is preferred.

Technical Skills:

• Proficient in customizing and maintaining IT Service Management (ITSM) tool ServiceNow, maintaining and updating Configuration Management Database (CMDB).

• Capable of installing, configuring and supporting Netgain monitoring infrastructure for all devices (excluding Mainframe).

• Experience in integrating Netgain and ServiceNow for automated tickets generation and integrating Netgain and Exchange Server and SMS gateway for email and SMS alert generation.

Personal Skills:

• Strong analytical and problem-solving skills.

• Excellent communication and documentation abilities.

• Ability to work independently and in a team-oriented environment.

• Commitment to continuous learning and professional development.