Observability / ITSM Engineer

Will be responsible for implementing, configuring, integrating, and supporting observability, monitoring, ITOM, ITSM, CMDB, and Asset Management solutions. The role will involve customer POCs, technical demonstrations, solution implementation, troubleshooting, and operational support, working closely with senior engineers and solution architects.

Key Responsibilities

Observability & Monitoring:

Implement, configure, and maintain enterprise monitoring and observability solutions.

Configure monitoring for servers, network devices, applications, databases, storage, virtualization, and cloud infrastructure.

Configure events, alerts, thresholds, dashboards, reports, and service health views.

Work with monitoring platforms such as BMC, SolarWinds, Dynatrace, Datadog, Grafana, Prometheus, ELK, SCOM, or similar.

Troubleshoot monitoring, event, performance, and integration issues.

ITSM & Service Management:

Implement and configure ITSM processes

Configure workflows, forms, notifications, assignments, priorities, SLAs, and escalations.

Integrate monitoring/event-management platforms with ITSM solutions for automated incident creation and updates.

Support ITSM dashboards, reports, and operational processes.

Integration & Automation:

Support integrations using REST APIs, webhooks, SNMP, Syslog, agents, and other standard protocols.

Develop basic automation scripts using Python, Bash, PowerShell, or similar languages.

Support automation and configuration management using Ansible, Terraform, Jenkins, or similar tools.

Assist with integrations between monitoring, ITSM, CMDB, cloud, automation, and third-party platforms.

Requirements

3–4 years of relevant experience in observability, enterprise monitoring, ITOM, ITSM, infrastructure operations, or a related field.

Hands-on experience with at least one or more enterprise monitoring/observability platforms.

Good understanding of monitoring, logging, alerting, event management, incident management, and service availability.

Experience or exposure to ITSM, ITOM, CMDB, Discovery, Asset Management, and Service Mapping.

Experience with one or more platforms such as BMC/BMC Helix, SolarWinds, Dynatrace, Datadog, Grafana, Prometheus, ELK/Elastic, SCOM, or ServiceNow.

Good understanding of Linux/Windows operating systems and networking concepts.

Basic knowledge of REST APIs and system integration.

Basic scripting experience in Python, Bash, PowerShell, or similar.

Exposure to AWS, Azure, or GCP and their monitoring capabilities.

Exposure to Docker, Kubernetes, Ansible, Terraform, or Jenkins is an advantage.

Strong troubleshooting, analytical, and problem-solving skills.

Good communication and teamwork skills, with the ability to work in a customer-facing environment.