Managed Infrastructure Services (ITOM) Specialist

Company

About Us

Technology Stack

Role Overview

Managed Infrastructure Service Specialist

Key Responsibilities

ITOM Platform Driven Operations

• Operate and optimize the ITOM platform (HPE OpsRamp or ServiceNow) to manage infrastructure assets
• Ensure accurate discovery, classification, and monitoring of:
• Windows desktops, laptops, and servers
• Network devices (routers, switches, firewalls)
• Wireless and connectivity devices (access points, controllers)
• Maintain high-fidelity infrastructure inventory, relationships, and health views

Monitoring, Event & Incident Management

• Configure monitoring policies and alert thresholds appropriate for mid-scale enterprise environments
• Correlate infrastructure and security events to reduce noise and prevent alert fatigue
• Drive event incident resolution workflows aligned to ITSM processes
• Participate in major incident management and root cause analysis (RCA)
• Track and improve MTTR, availability, and SLA compliance across users

Microsoft Identity, Security & Endpoint Operations

• Support Microsoft Entra for identity lifecycle, access control, and conditional access
• Operate Microsoft Defender across endpoints and servers
• Triage and respond to security alerts using Microsoft Sentinel
• Administer Microsoft Intune for device compliance, patching, and policy enforcement
• Support Microsoft Purview for data classification, DLP, and audit readiness

Automation, Remediation & Reliability

• Implement and maintain automation workflows and runbooks to support scale without proportional headcount increase
• Enable standardized remediation actions for common infrastructure and endpoint issues
• Continuously reduce manual operational effort and repetitive tasks
• Improve infrastructure reliability and operational maturity over time

Analytics, Reporting & Customer Governance

• Use Power BI to deliver:
• Infrastructure health dashboards
• SLA / SLO / KPI reporting
• Incident, availability, and trend analysis
• Provide regular operational and executive reports to customer stakeholders
• Support service reviews, audits, and governance meetings

Documentation & Process Discipline

• Maintain accurate SOPs, runbooks, and escalation procedures
• Ensure operational processes align with ITIL best practices
• Support compliance, audit, and security review requirements

Client & Stakeholder Engagement

• Act as a technical point of contact for customers
• Participate in service reviews, audits, and operational meetings
• Provide insights and recommendations to improve service reliability
• Maintain documentation aligned with IT service delivery standards

Required Skills & Qualifications

Infrastructure & Operations (Mid-Scale)

• Hands-on experience supporting

  infrastructure assets

  in enterprise or managed services environments
• Strong administration skills across:
• Windows desktops, laptops, and servers
• Network infrastructure (routing, switching, firewall fundamentals)
• Wireless and connectivity devices
• Understanding of availability, capacity, and performance management

ITOM & ITSM

• Practical experience operating

  OpsRamp and/or ServiceNow ITOM

• Experience with monitoring configuration, event correlation, and incident automation
• Working knowledge of ITSM processes (Incident, Problem, Change, Request)
• Experience operating within defined SLAs and escalation models

Automation, Reporting & Tooling

• Scripting or automation experience (PowerShell preferred)
• Ability to design and interpret Power BI operational dashboards
• Experience integrating ITOM, security, and ITSM tools via APIs

Professional Attributes

• Strong troubleshooting and analytical skills
• Ability to work in customer-facing, SLA-driven environments
• Clear communication with technical and non-technical stakeholders
• Strong documentation and operational discipline

Experience & Education

• 4 to 7 years of experience in IT Operations, Infrastructure Monitoring, or Managed Services
• Bachelors degree in Engineering, IT, or related field (preferred)

Preferred Certifications

• ServiceNow or OpsRamp ITOM certifications
• ITIL Foundation or higher
• Cloud certifications (Azure/AWS added advantage)

What We Offer

• Opportunity to work on projects with leading US-based Clients
• Dynamic startup culture with rapid career progression.
• Competitive compensation and benefits.
• Modern workspace at STPI Tower, Taramani, Chennai.