ITOM Engineer

Role Summary:

The ITOM Tools Engineer is a subject matter expert responsible to design, deploy and manage end-to-end infrastructure monitoring, event management, and automated remediation processes across IT systems using tools like BMC Helix or OpenText.

Key Responsibilities:

Implement, and manage end-to-end infrastructure monitoring, event management, and automated remediation processes across IT systems using tools such as BMC Helix and/or OpenText.

Capture, maintain an accurate and up-to-date Configuration Management Database (CMDB), ensuring it is fully integrated with live discovery tools and IT systems inventory.

Integrate and operate automated discovery tool such as BMC Helix Discovery / OpenText UCMDB to identify, classify, and map IT assets.

Build and maintain CI models and service topologies to support event correlation and impact analysis.

Collaborate with infrastructure, cloud, and application teams to validate discovery data and remediate gaps.

Configure AIOps capabilities using BMC Helix AIOps and/or OpenText OpsBridge, including event correlation, anomaly detection, and noise reduction.

Implement and tune ML-based alert correlation, topology-aware root cause analysis, and service impact models to support NOC operations and major incident management.

Integrate AIOps platforms with ITOM, ITSM, CMDB, monitoring, and observability tools to enable end-to-end visibility and automated incident workflows.

Configure and support real-time telemetry, intelligent alert correlation, and root cause analysis to minimize service impact and improve mean time to resolution (MTTR).

Collaborate closely with Incident Management and other IT teams to ensure the toolset provides proactive incident detection and enables a swift, coordinated response.

Drive infrastructure automation and operational efficiency by developing and deploying scripts and orchestration playbooks using tools such as Ansible, Python, and PowerShell.

Manage infrastructure capacity planning and performance tuning for high-demand environments, providing data-driven insights to support platform scalability and stability.

Contribute to disaster recovery and business continuity planning with infrastructure readiness.

Develop and maintain standard operational procedure documents using the toolset.

Support the development and enforcement of service management tool guidelines, policies, and procedures to ensure operational excellence, stability, and process adherence.

Integrate BMC Helix/OpenText with other enterprise systems through REST APIs.

Troubleshoot toolset application issues and optimize system performance.

Requirements:

Minimum Degree in IT, Computer Science, or related discipline

At least 5 years of experience in implementing and managing large-scale of monitoring tools in public sector, telecommunication or banking environments.

Good exposure and working knowledge of hybrid infrastructure (on-premises + cloud).

REST API, scripting and automation experience (Python, Bash, PowerShell).

Familiarity with artificial intelligence-driven automation and anomaly detection technologies.

Hands-on experience with BMC Helix or OpenText ITOM tools, Solarwinds or similar technologies.

Flexible to support critical issues and on-call rotations if required

Certifications:

BMC and/or OpenText ITOM Specialist, Solariwinds, Splunk and equivalents

CCNA/CCNP

AWS/Azure Fundamentals

ITIL v4 Foundation

Good to Have:

Experience in the deployment and maintenance of infrastructure/application observability tools (e.g. Zabbix, Dynatrace, Splunk or ManageEngine) will be advantageous.

Expertise in creating Power BI dashboards.