ServiceNow ITOM Tech Lead cum Architect

Full Stack Observability Architect

We are seeking an experienced architect to lead the implementation of full stack observability utilizing ServiceNow ITOM (IT Operations Management) for enhanced monitoring, visibility, and automation across the IT apps and infra. The ideal candidate will have a strong background in observability, IT operations, and ServiceNow ITOM modules, including Discovery, Event Management, and Operational Intelligence.

Key Responsibilities:

• ServiceNow ITOM Implementation: Design, configure, and implement ServiceNow ITOM solutions for full-stack observability, including Discovery, Service Mapping, Event Management, and AIOps.
• Integrate ServiceNow ITOM with existing monitoring tools (Splunk, Datadog, Prometheus, New Relic, Dynatrace) to centralize event correlation and root cause analysis.
• Automate IT operations workflows using ServiceNow Orchestration and AI-driven insights.

Observability Strategy & Optimization:

• Define and implement best practices for real-time monitoring, event correlation, and incident response.
• Develop dashboards, reports, and KPIs to track system health, performance, and availability.
• Ensure CMDB (Configuration Management Database) accuracy to support automated service mapping and dependency tracking.

Integration & Automation:

• Work with DevOps, Cloud, and IT teams to integrate ServiceNow ITOM with hybrid and multi-cloud environments (AWS, Azure, GCP).
• Implement automation for self-healing IT operations and proactive issue resolution.
• Enhance ITSM (ServiceNow IT Service Management) workflows by integrating observability insights.

Incident & Problem Management:

• Set up alerting and event correlation rules to reduce noise and improve incident detection.
• Support root cause analysis and proactive problem resolution using Operational Intelligence & Predictive AIOps.

Required Skills & Qualifications:

Experience:

• 10 to 12 years of IT experience
• 4-7 years of experience in IT operations, Observability, ServiceNow ITOM implementation.
• Hands-on experience with ServiceNow Discovery, Event Management, and Service Mapping.
• Strong understanding of ITIL practices and IT operations workflows.

Technical Skills:

• Proficiency in ServiceNow ITOM, CMDB, and automation workflows.
• Experience integrating monitoring tools (Splunk, New Relic, Datadog, Prometheus, etc.) with ServiceNow.
• Knowledge of APIs, scripting (JavaScript, Python, PowerShell), and automation frameworks.
• Familiarity with cloud observability tools for AWS, Azure, and GCP.

Soft Skills:

• Strong problem-solving skills with a focus on proactive IT operations.
• Excellent communication and stakeholder management skills.
• Ability to work in cross-functional teams with IT, DevOps, and business units.