Observability Engineer

We are seeking a highly skilled Observability Engineer to design, implement, and manage our observability strategy. The ideal candidate will have a deep understanding of cloud environments, particularly Azure, and a strong foundation in monitoring, logging, and tracing. You will be responsible for building and maintaining a robust observability platform to ensure the optimal performance and reliability of our IT infrastructure and applications.

Responsibilities:

- Design and implement an observability strategy aligned with business objectives and IT requirements.

- Build and maintain a centralized observability platform leveraging technologies like Azure AI/ML, ServiceNow Cloud Observability, Health log analytics, and Open Telemetry.

- Integrate monitoring, logging, and tracing solutions to provide comprehensive visibility into IT infrastructure and applications.

- Develop and implement advanced analytics and alerting mechanisms to proactively identify and resolve IT outages and performance issues.

- Collaborate with development and operations teams to ensure effective observability practices are followed.

- Analyze and correlate telemetry data to identify root causes of incidents and performance degradation.

- Stay up-to-date with the latest observability technologies and industry best practices.

Preferred Qualifications:

- Experience with Azure AI/ML for anomaly detection and predictive analytics.

- Knowledge of IT infrastructure components (network, servers, applications).

- Experience with Agile development methodologies.

- Certifications in relevant technologies (Azure, ServiceNow, Open Telemetry).

- Experience with servicenow platform & development

Agent Productivity Specialist





We are seeking a dynamic and results-oriented Agent Productivity Specialist to enhance the efficiency and effectiveness of our IT agent and operator teams. The ideal candidate will possess a deep understanding of IT agent roles, workflows, and challenges, coupled with a strong technical proficiency in ServiceNow. This role requires a keen eye for process improvement, a passion for automation, and a commitment to delivering exceptional agent experiences.

Responsibilities:

- Conduct in-depth analysis of agent and operator workflows to identify pain points, inefficiencies, and opportunities for automation.

- Design and implement creative solutions leveraging ServiceNow platform capabilities, including UI Builder, JavaScript, and Seismic framework, to streamline agent tasks and improve overall productivity.

- Develop and maintain agent-facing tools and dashboards to provide real-time insights and support decision-making.

- Collaborate with IT teams to understand their needs and translate them into actionable requirements.

- Provide ongoing training and support to agents on new tools and processes.

- Measure and analyze the impact of implemented solutions on agent productivity and customer satisfaction.

- Stay up-to-date with industry trends and best practices in agent productivity and automation.

Preferred Qualifications:

- Experience with ITSM, ITOM, and ITAM frameworks (ITIL, SIAM).

- Knowledge of workflow automation tools and platforms.

- Experience with Agile methodologies.





Analytics

- What you get to do in this role:

- Design and build state of the art applications and visualizations using Service Now platform and related technologies

- Hands on development of ServiceNow application and components and partner with business and analytics teams as required

- Counsel business stakeholders on latest trends, best practices, alternative designs and solutions that meet their business needs

- Work alongside the Business Analyst to analyze requirements & determine scope, level of effort and resource needs to meet business demand

- Accountable to ensure deliverables to business stakeholders are complete, consistent, high quality, on time and deliver valued outcomes

- - In order to be successful in this role, we need someone who has:

- MUST have

- 6-10 years of overall experience with application development experience on ServiceNow platform

- Excellent understanding of ServiceNow Business Service Management Solutions, Platform, Administration, Customizations and Scripting

- In-depth understanding of workspace development, service portal, application development and related customizations.

- Technical command on JavaScript

- Sound programming fundamentals with at least 4-5 years of hands-on experience in coding, scripting, debugging

- SHOULD have

- Service Now System Administration, Performance Analytics and similar certifications

- Understanding of Data and Analytics, Key Performance Indicators, Metrics, Dashboard etc.

- Experience in creating reports, dashboards, alternate visualizations, validating data integrity and ability to trouble shoot and fix issues is an added advantage.

- Bachelor's degree or equivalent education is required

📌 Observability/Agent Productivity Specialist/Analytics - Danny (Bengaluru)
🏢 Clifyx
📍 Bengaluru