IT Service Management Representative job opportunity at Accenture Plc.

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Accenture Plc IT Service Management Representative
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Pattern: full-time
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Information Technology Operations

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degreeBachelor's (B.Sc.)
loacation Gurugram, India
loacation Gurugram....India

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 12 year(s) of experience is required Educational Qualification : 15 years full time education Summary The ITOM Infrastructure and Monitoring Engineer is responsible for managing ServiceNow ITOM modules, enterprise monitoring platforms, discovery operations, CMDB health, and event management across hybrid cloud and on-prem environments. The role ensures service reliability, operational visibility, and proactive incident detection by integrating monitoring tools, optimizing alert workflows, and maintaining accurate infrastructure data Roles and Responsibilities Administer ServiceNow ITOM components including Discovery, CMDB, Event Management, Service Mapping, and MID Servers. Manage discovery schedules, credentials, probes, and improve CMDB accuracy through audits and governance. Implement and support monitoring for servers, databases, networks, cloud services, containers, and applications. Configure event correlation, alert routing, enrichment, suppression, and monitoring integrations. Integrate tools such as Dynatrace, Datadog, Zabbix, SolarWinds, AppDynamics, New Relic, Splunk, and xMatters. Automate operational tasks using PowerShell, Python, Bash, or ServiceNow Orchestration. Provide L2 and L3 support for ITOM modules, discovery failures, CMDB issues, and event processing gaps. Troubleshoot integration issues, alert delivery failures, MID Server problems, and monitoring gaps. Collaborate with Cloud, Infrastructure, Network, Security, Application, and ITSM teams to standardize monitoring. Contribute to observability frameworks, data quality improvements, and automation initiatives. Professional and Technical Skills Strong hands-on experience with ServiceNow ITOM, including Discovery, CMDB, Event Management, and Service Mapping. Knowledge of CI relationships, dependency mapping, normalization, and CMDB health KPIs. Expertise with enterprise monitoring tools such as Dynatrace, Datadog, Zabbix, SolarWinds, Splunk, AppDynamics, or New Relic. Strong scripting capability in Python, PowerShell, or Bash. Knowledge of infrastructure components including Windows, Linux, databases, networks, VMware, and Kubernetes. Understanding of AWS, Azure, or GCP monitoring features such as CloudWatch or Azure Monitor. Experience with integrations using REST APIs, webhooks, and automation workflows. Strong troubleshooting skills across discovery, monitoring, and event routing. Good to Have Skills Experience with AIOps platforms and event correlation engines. Knowledge of data ingestion pipelines such as ELK or Kafka. Exposure to predictive alerting or anomaly detection. Experience with Flow Designer, orchestration, and advanced Service Mapping Additional Information Experience working with major incident, event, and change processes. Ability to operate in high-availability, large-scale enterprise environments. Strong documentation, communication, and collaboration skills. Ability to influence monitoring standards and observability strategy. A full-time education of 15 years is required.

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