Typical Tasks
- Design data transformations to map Observability JSON payloads accurately into ITSM incident field schemas.
- Configure real-time webhooks in monitoring tools to trigger automated actions within service desks.
- Implement bi-directional logic to ensure ticket resolutions in the ITSM tool automatically clear alerts in the monitoring platform.
- Automate the synchronization of discovered infrastructure assets from observability agents into the central CMDB.
- Develop middleware scripts to deduplicate and filter raw events before they generate redundant service desk tickets.
- Embed live performance telemetry graphs directly into incident records to provide immediate context for support engineers.
Responsibilities
- Standardize event correlation rules to group thousands of raw alerts into single actionable business incidents.
- Oversee the continuous health and security of API connections and authentication tokens between integrated platforms.
- Lead the development of self-healing workflows where specific triggers initiate automated change requests and remediation scripts.
- Enforce consistent tagging and metadata standards across all tools to ensure seamless data flow and reporting.
- Minimize ticket fatigue by tuning the integration to prevent overwhelming the service desk during system outages.
- Consult with DevOps and ITIL stakeholders to design the architectural patterns for modern AIOps environments.
Technical Skills
- Demonstrate deep expertise in REST and SOAP protocols along with modern OAuth2 authentication methods.
- Maintain advanced administrative knowledge of leading ITSM platforms such as ServiceNow and Jira Service Management.
- Apply hands-on experience with major observability stacks including OpenTelemetry, Datadog, and Dynatrace.
- Utilize proficiency in Python or JavaScript to write custom integration logic and serverless middleware.
- Navigate cloud-native architectures including serverless functions and Kubernetes container orchestration.
- Manage complex data transformation tasks using a strong command of JSON, YAML, and SQL formats.