The Role

- Operate and enhance ServiceNow Event Management for a high-performing ITOC function.
- Improve alert quality through correlation, dedup, noise reduction, and AI-assisted triage.

Key Responsibilities

Event Management Operations (ITOC)

- Monitor event and alert queues; perform triage and escalation.
- Ensure operational runbooks for:
- alert acknowledgement
- assignment
- resolution feedback loops

Event Management Engineering Optimization

- Configure and maintain:
- event rules, alert aggregation, correlation policies
- routing logic, alert enrichment, CI/service association

- Integrate monitoring tools:

- build/maintain connectors and ingestion patterns
- ensure correct mapping to CI/services

Noise Reduction Service Impact

- Continuously tune event ingestion:
- deduplication, suppression windows, threshold controls

- Improve actionability:

- attach CI context, owners, service impact, runbook links

AI / Agentic Expectations

- Use AI-assisted ops patterns to:
- identify alert storms and clusters
- suggest correlation improvements




- auto-enrich alerts with context (CI/service ownership, recent changes)

- Support agentic automations:

- automated remediation workflows (with approvals/guardrails)
- self-healing triggers for common repeated events

What you'll Bring

- 5-7 Years of Robust ServiceNow Event Management knowledge (alert lifecycle + correlation).
- Experience integrating enterprise monitoring tools with ServiceNow.
- Understanding of CMDB linkage importance for impact and routing.
- Working knowledge of MID Server and ingestion troubleshooting.

Nice-to-have

- Exposure to AIOps concepts, anomaly detection, and predictive monitoring patterns.
- Service Mapping awareness to improve service impact views.

Success Measures

- Reduced noise (measurable reduction in duplicate/non-actionable alerts).
- Faster MTT(A)/MTTR improvements due to better enrichment and routing.
- Stable ingestion and fewer false positives with tuned correlation.

📌 ITOM Administrator (Event Management) - ITOC Operator + EM Admin (Hyderabad)
🏢 Hitachi Vantara
📍 Hyderabad