Required Skills & Qualifications :

- 8 - 9 years of experience in ITSM Operations, Production Support, or Incident Management.

- Strong expertise in Incident, Major Incident, Problem, and Change Management processes.

- Hands-on experience with ServiceNow ITSM and workflow automation.

- Experience with APM tools including AppDynamics (AppD), SigNoz, or equivalent platforms.

- Strong knowledge of Grafana, Prometheus, Splunk, Application Insights, and SCOM.

- Experience with PagerDuty, event management, and escalation management frameworks.

- Exposure to monitoring tool consolidation, alert optimization, and threshold management.

- Experience supporting AIOps, observability, and proactive operations initiatives.

- Strong analytical, stakeholder management, and communication skills.

- Experience supporting banking, financial services, digital platforms, or large-scale enterprise environments preferred.

Preferred Experience :

- SCOM : Monitoring infrastructure heartbeats and system states across 612+ management packs.

- Application Insights : Monitoring Digital Banking, NuPoint, Identity, and Tokenization platforms.

- Splunk : Operational analytics for Digital Banking, ACH, FedNow, NuPoint Wire, and Imaging platforms.

- PagerDuty : Managing incident escalations across 35+ squads, improving MTTA and MTTR performance.

- OpManager / NetFlow : Monitoring network devices, interfaces, traffic flows, and service availability.