ESM Tools SME

Job Summary

The ESM (Enterprise Service Management) Tools Subject Matter Expert (SME) will leverage extensive experience in service and infrastructure management to oversee, implement, and optimize ESM tools and monitoring solutions. This role is critical in ensuring seamless integration, troubleshooting, and enhancement of monitoring systems to support business continuity and operational excellence. The SME will collaborate across teams to drive service improvements, manage incidents, and contribute to problem management processes.

Responsibilities

• Manage and optimize ESM tools including SolarWinds, Zabbix, Splunk, PRTG, AppDynamics, Dynatrace, Azure Monitor, Amazon CloudWatch, Prometheus, and Grafana.
• Troubleshoot and maintain monitoring agents and protocols such as SNMP, WBEM/WMI, including knowledge of MIBs, OIDs, and WMI performance counters.
• Lead end-to-end implementation and integration of ESM tools with third-party platforms like ServiceNow (SNOW) and PagerDuty.
• Develop and customize monitoring templates and reports using scripting languages such as SQL and PowerShell.
• Participate in problem management review meetings, providing detailed root cause analysis and recommendations.
• Identify service improvement areas and implement enhancements within the production infrastructure.
• Support migration and upgrade projects related to ESM tools.
• Ensure adherence to ITIL processes and contribute to business continuity planning and disaster recovery practices.
• Work flexibly across shifts to maintain continuous monitoring and support.

Qualifications

• Minimum 12-15 years of experience in service management or infrastructure management.
• Over 10 years of hands-on experience with ESM tools.
• Proficient in monitoring and observability tools including SolarWinds, Zabbix, Splunk, PRTG, AppDynamics, Dynatrace, Azure Monitor, Amazon CloudWatch, Prometheus, and Grafana.
• Strong knowledge of SNMP, WBEM/WMI, MIBs, OIDs, and WMI performance counters.
• Experience with metrics, traces, and log ingestion.
• Skilled in scripting languages such as SQL, PowerShell, and UNIX/Linux shell scripting.
• Familiarity with event management and capacity management processes.
• Thorough understanding of ITIL processes.
• Excellent communication skills.
• Knowledge of business continuity planning and disaster recovery.
• Experience in migration and upgrade projects for ESM tools.

Preferred Skills

• Experience with automation and orchestration tools.
• Advanced scripting capabilities beyond basic SQL and PowerShell.
• Familiarity with cloud infrastructure monitoring and hybrid environments.
• Certifications related to ITIL, service management, or specific ESM tools.

Experience

• 12 to 15 years in service management or infrastructure management.
• 10+ years specifically working with ESM tools and monitoring solutions.
• Proven experience in troubleshooting, integration, and migration of ESM tools.

Environment

• Work mode is hybrid, based in Bangalore or Chennai.
• Full-time position requiring flexibility to work in shifts.
• Collaborative work environment involving cross-functional teams.

Salary

• For 1-5 years of relevant experience: up to INR 20 LPA.
• For 5-8 years of relevant experience: INR 28-30 LPA.

Number of Positions

• 1 position available.