TechDigital Group
Key Responsibilities
- Monitoring, Central Dashboard, Disaster Recovery, ServiceNow, KPI/SLA, AIOps, Process Improvement
Monitoring & Central Dashboard - Lead the design and implementation of enterprise-wide monitoring solutions for infrastructure and applications. - Architect centralized dashboards for real-time visibility into system health, performance, and alerts using AIOps platforms. - Ensure proactive incident detection and resolution through event monitoring systems and technical staff interventions. Disaster Recovery - Own the disaster recovery strategy and execution across business-critical systems. - Conduct risk assessments, DR drills, and ensure alignment with business continuity objectives and compliance standards. - Collaborate with IT and business units to ensure recovery plans are aligned and tested regularly. ServiceNow & ITSM - Oversee ServiceNow modules including Incident, Problem, Change, and Request Management. - Ensure all incidents are logged, categorized, and prioritized in ServiceNow with complete lifecycle documentation. - Integrate email-based incident creation and automate workflows for faster resolution. KPI/SLA Governance - Define and track KPIs and SLAs across IT operations and service areas. - Generate regular reports for stakeholders and ensure SLA adherence, especially for P1/P2 incidents. - Lead governance meetings (CCB-CMT, DSR) and bridge calls for critical incidents. AIOps & Automation - Drive AIOps initiatives to automate root cause analysis, anomaly detection, and predictive maintenance. - Collaborate with cross-functional teams to implement AI-driven insights into operational workflows. - Support continuous improvement through digitization and transformation programs. Process Improvement - Optimize ITIL-aligned processes for Incident, Problem, and Change Management. - Maintain comprehensive documentation for IT processes and workflows. - Implement quality control measures to reduce error rates and backlog tickets. Required Skills - 10+ years in IT operations and infrastructure support. - Hands-on experience with ServiceNow, monitoring tools (e.g., Moogsoft , SolarWinds, Dynatrace), and DR technologies. - Strong understanding of ITIL processes, SLA governance, and AIOps platforms. - Proficiency in automation scripting (PowerShell, Python) and dashboarding tools. - Excellent communication and stakeholder management skills.
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- Monitoring, Central Dashboard, Disaster Recovery, ServiceNow, KPI/SLA, AIOps, Process Improvement
Monitoring & Central Dashboard - Lead the design and implementation of enterprise-wide monitoring solutions for infrastructure and applications. - Architect centralized dashboards for real-time visibility into system health, performance, and alerts using AIOps platforms. - Ensure proactive incident detection and resolution through event monitoring systems and technical staff interventions. Disaster Recovery - Own the disaster recovery strategy and execution across business-critical systems. - Conduct risk assessments, DR drills, and ensure alignment with business continuity objectives and compliance standards. - Collaborate with IT and business units to ensure recovery plans are aligned and tested regularly. ServiceNow & ITSM - Oversee ServiceNow modules including Incident, Problem, Change, and Request Management. - Ensure all incidents are logged, categorized, and prioritized in ServiceNow with complete lifecycle documentation. - Integrate email-based incident creation and automate workflows for faster resolution. KPI/SLA Governance - Define and track KPIs and SLAs across IT operations and service areas. - Generate regular reports for stakeholders and ensure SLA adherence, especially for P1/P2 incidents. - Lead governance meetings (CCB-CMT, DSR) and bridge calls for critical incidents. AIOps & Automation - Drive AIOps initiatives to automate root cause analysis, anomaly detection, and predictive maintenance. - Collaborate with cross-functional teams to implement AI-driven insights into operational workflows. - Support continuous improvement through digitization and transformation programs. Process Improvement - Optimize ITIL-aligned processes for Incident, Problem, and Change Management. - Maintain comprehensive documentation for IT processes and workflows. - Implement quality control measures to reduce error rates and backlog tickets. Required Skills - 10+ years in IT operations and infrastructure support. - Hands-on experience with ServiceNow, monitoring tools (e.g., Moogsoft , SolarWinds, Dynatrace), and DR technologies. - Strong understanding of ITIL processes, SLA governance, and AIOps platforms. - Proficiency in automation scripting (PowerShell, Python) and dashboarding tools. - Excellent communication and stakeholder management skills.
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