Emergy - ITOM Lead

Description :

- Define IT operations monitoring strategy aligned with business and IT objectives.

- Act as a subject matter expert (SME) for ITOM capabilities and best practices.

- Mentor and guide ITOM developers and operations teams.

IT Operations & Monitoring :

- Oversee infrastructure, application, and service monitoring to ensure high availability and performance.

- Implement and manage event management, health monitoring, and alerting frameworks.

- Drive proactive identification and resolution of incidents before business impact.

- Establish KPIs, SLAs, and operational dashboards for IT services.

Automation & Optimization :

- Improve operational efficiency through workflow automation and self-healing mechanisms.

- Optimize monitoring tools and reduce noise through intelligent alert correlation.

Stakeholder Collaboration :

- Collaborate with business stakeholders to understand service requirements and pain points.

- Provide regular reporting, insights, and recommendations to leadership.

Governance & Compliance :

- Ensure IT operations comply with internal policies, industry standards, and regulatory requirements.

- Support audits, risk assessments, and operational reviews.

- Maintain documentation for ITOM architecture, processes, and configurations.

Required Skills & Qualifications :

Technical Skills :

- Strong experience in IT Operations Management (ITOM) solutions.

Hands-on expertise in :

- Infrastructure monitoring (servers, networks, databases, cloud)

- Application and service monitoring

- Event and alert management

- Experience with ITSM and ITIL-based processes (Incident, Problem, Change, CMDB).

- Solid understanding of cloud platforms (AWS/Azure/GCP) and hybrid environments.

- Experience with automation, scripting, and integrations (REST APIs, workflows).

Leadership & Soft Skills :

- Strong analytical, problem-solving, and decision-making skills.

- Excellent communication and stakeholder management abilities.

- Ability to work in a fast-paced, enterprise-scale environment.

Preferred / Good-to-Have Skills :

- Experience in large-scale enterprise IT environments.

- Exposure to AIOps and predictive analytics.

- Prior experience in digital transformation or cloud migration projects