Responsibilities
Strategic Planning
- Develop and implement strategies for alert tuning and event correlation to monitor new technologies, improve monitoring effectiveness and reduce unnecessary noise
- Collaborate with clients to understand business requirements and ensure event management aligns with operational goals
- Continuously evaluate and refine event management processes to improve response times and incident resolution
Optimization and Analysis
Analyze client environments and monitoring data to identify patterns, redundancies, and inefficiencies in alertsOptimize alert thresholds, rules, and correlation logic to ensure alerts are actionable and relevantPartner with clients and internal teams to implement best practices for event management and monitoringLeverage automation to improve event correlation and reduce manual interventionCollaboration and Communication
Work closely with IT service delivery teams to ensure proper integration and alignment of event management processes with broader IT operationsAct as a liaison between clients, monitoring teams, and leadership to communicate event management improvements and outcomesProvide recommendations and updates to stakeholders on event optimization initiatives and their impact on service deliveryOperational Excellence
Oversee the configuration and maintenance of monitoring tools to ensure optimal performance and alignment with client needsEnsure adherence to ITIL principles and other relevant frameworks in event management processesDevelop and maintain documentation for event management workflows, alert tuning processes, and correlation strategiesTrack and report on event management performance metrics, including alert volumes, false positives, and response timesTraining and Enablement
Provide training and guidance to internal teams and clients on event management best practices, tools, and processesFoster a culture of continuous improvement and learning within the event management functionDesired Skills and Experience
5+ years of experience in IT operations, event management, or monitoring systems, with a focus on optimizing alerts and event correlationStrong understanding of monitoring tools, with experience in Elastic, LogicMonitor, or ServiceNow preferredExperience with alert tuning, event correlation, and automation to optimize IT operationsFamiliarity with ITIL and Service Management processes (e.g., incident, problem, change management)Strong analytical skills, with the ability to assess data and identify opportunities for improvementExcellent communication and collaboration skills, with the ability to work effectively with clients and cross-functional teamsExperience with scripting or automation frameworks (e.g., Python, PowerShell) is a plusOrganizational skills, attention to detail, and the ability to manage multiple priorities simultaneouslyA proactive mindset focused on problem-solving and driving continuous improvementSkills Required
Servicenow, Powershell, Itil, Python, Logicmonitor