IT Service Management Representative

 About The Role  

Project Role :IT Service Management Representative

Project Role Description :Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available.
Must have skills :Service Analytics

Good to have skills :NA
Minimum 3 year(s) of experience is required

Educational Qualification :15 years full time education
xMatters Technical Engineer , Alerting, Integrations and License GovernanceSummaryThe xMatters Technical Engineer is responsible for administering the xMatters platform, managing user and group structures, overseeing license utilization, configuring incident alerting workflows, and integrating xMatters with ServiceNow and enterprise monitoring tools. The role enables reliable on-call notifications, automated escalations, and multi-channel communication for incident response across global operations.
Roles and Responsibilities?¢ Configure, deploy, and manage the xMatters platform, including users, groups, devices, shifts, and escalation paths.?¢ Administer on-call schedules, rotations, and notification rules for 24x7 support teams.?¢ Manage license allocation, usage monitoring, entitlement updates, and renewal planning.?¢ Configure and maintain integrations with ServiceNow ITSM and ITOM modules, including incident enrichment and two-way synchronization.?¢ Build and maintain alert routing workflows, multi-channel notifications, and fallback paths.?¢ Integrate monitoring tools such as Dynatrace, Datadog, Splunk, SolarWinds, AppDynamics, Zabbix, and cloud monitoring systems.?¢ Configure communication via email, SMS, voice, push, MS Teams, Slack, and webhook-based channels.?¢ Troubleshoot delivery issues, integration failures, device problems, and user sync errors.?¢ Provide L2 and L3 support for alerting workflows, routing issues, and platform stability.?¢ Develop and document workflows, integration parameters, group structures, and scheduling configurations.Professional and Technical Skills?¢ Hands-on expertise in configuring and administering xMatters for enterprise environments.?¢ Strong understanding of xMatters workflows, communication plans, REST APIs, webhooks, and transformation scripts.?¢ Experience integrating xMatters with ServiceNow for incident and event notifications.?¢ Ability to design multi-channel escalation workflows and alert routing logic.?¢ Scripting knowledge in Python, JavaScript, or PowerShell for automations and integration enhancements.?¢ Familiarity with monitoring platforms such as Dynatrace, Datadog, Splunk, SolarWinds, or AppDynamics.?¢ Understanding of incident management, on-call rotations, escalation processes, and ITSM standards.?¢ Strong troubleshooting ability across alerting, integration, and communication layers.Good to Have Skills?¢ Experience with large-scale global xMatters deployments and complex team structures.?¢ Knowledge of identity management, authentication, and role-based access.?¢ Understanding of cloud-native monitoring and alerting mechanisms.?¢ Exposure to ChatOps integrations and advanced automation frameworks.?¢ Knowledge of license cost planning and consumption forecasting.Additional Information?¢ Strong documentation, governance, and audit-readiness mindset.?¢ Ability to work with SRE, ITSM, NOC, Cloud, and Application teams.?¢ Experience supporting major incident processes and critical alerts.?¢ Capability to enhance alerting architecture, reduce noise, and improve response efficiency.?¢ A full-time education of 15 years is required Qualification 15 years full time education