About the Role

We are seeking a highly experienced and dedicated IT Operations Management (ITOM) Administrator to join our dynamic IT team. The ideal candidate will have a strong background in managing, maintaining, and optimizing ITOM tools and processes to ensure the stability, performance, and availability of our critical IT infrastructure and applications. This role requires a proactive individual with a deep understanding of IT operations, incident management, problem management, change management, and automation.

Key Responsibilities

- ITOM Tool Administration: Administer, configure, and maintain various ITOM platforms and tools (e.g., ServiceNow ITOM, BMC Helix, Splunk, Dynatrace, Nagios, SolarWinds, AppDynamics, etc.). This includes module configuration, integrations, upgrades, and patch management.

- Monitoring & Alerting: Design, implement, and manage comprehensive monitoring solutions for servers, networks, applications, databases, and cloud environments. Configure thresholds, alerts, and dashboards to provide real-time visibility into system health and performance.

- Incident & Event Management: Develop and optimize processes for event correlation, incident detection, and automated alerting. Work closely with operations teams to ensure timely resolution of incidents and minimize service disruption.

- Discovery & Service Mapping: Implement and maintain discovery processes to accurately map IT infrastructure components and their relationships, building comprehensive service maps within ITOM platforms.

- Automation: Identify opportunities for automation within IT operations workflows (e.g., automated remediation, self-healing scripts, runbook automation) and implement solutions using scripting (Python, PowerShell, Bash) or orchestration tools.

- Performance Optimization: Analyze performance data from monitoring tools to identify bottlenecks, trends, and areas for improvement. Provide recommendations for infrastructure and application optimization.

- Reporting & Analytics: Generate regular reports on IT infrastructure performance, availability, and incident trends. Utilize data to provide insights and support decision-making for capacity planning and continuous improvement.

- Documentation: Create and maintain detailed documentation for ITOM configurations, processes, runbooks, and troubleshooting guides.

- Collaboration: Work closely with cross-functional teams including infrastructure, development, security, and service desk to ensure seamless IT operations and alignment with business objectives.

- Problem Management: Participate in root cause analysis for recurring incidents and implement preventative measures.

- Vendor Management: Liaise with ITOM tool vendors for support, new features, and licensing.

- Mentorship: Potentially mentor junior administrators and share knowledge within the team.

Required Skills and Qualifications

- Experience: 6+ years of hands-on experience as an ITOM Administrator, Systems Administrator, or similar role with a strong focus on IT operations tools.

- ITOM Platforms: Proven expertise in administering and configuring at least one major ITOM platform (e.g., ServiceNow ITOM suite - Discovery, Service Mapping, Event Management, Operations Management; BMC Helix Operations Management; Splunk IT Service Intelligence; Dynatrace; Nagios; SolarWinds).

- Operating Systems: Strong proficiency in administering and troubleshooting Linux (RHEL, CentOS, Ubuntu) and Windows Server operating systems.

- Networking: Solid understanding of networking concepts (TCP/IP, DNS, DHCP, routing, firewalls) and network monitoring tools.

- Scripting & Automation: Proficient in at least one scripting language (e.g., Python, PowerShell, Bash) for automation and task orchestration.

- Cloud Platforms: Experience with monitoring and managing resources in public cloud environments (AWS, Azure, GCP) is highly desirable.

- Databases: Basic understanding of database concepts and experience with monitoring databases (SQL Server, MySQL, PostgreSQL, Oracle).

- Containerization: Familiarity with containerization technologies (Docker, Kubernetes) and their monitoring.

- ITIL: Strong understanding of ITIL principles and best practices, particularly in Incident, Problem, Change, and Event Management. ITIL certification is a plus.

- Analytical Skills: Excellent analytical and problem-solving skills with the ability to diagnose complex technical issues.

- Communication: Strong verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.

- Team Player: Ability to work independently and as part of a collaborative team.

- Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Preferred Qualifications

- ITIL Foundation certification or higher.

- Certifications in specific ITOM platforms (e.g., ServiceNow Certified Implementation Specialist - ITOM).

- Experience with DevOps practices and CI/CD pipelines.

- Knowledge of configuration management tools (Ansible, Puppet, Chef).

- Experience with log management and analysis tools.