Track Lead ServiceNow, IT Service Management

Job description

Track Lead - ServiceNow, IT Service Management India Track Lead - ServiceNow, IT Service Management Noida, Uttar Pradesh Job Summary Job Description\\r\\nService Integration & Management (SIAM) Service Monitoring Manager\\r\\nRole Purpose\\r\\nThe Service Monitoring Manager is responsible for establishing and operating an integrated monitoring function that provides real-time visibility into the health and performance of critical business services, applications, infrastructure, cloud platforms, and supplier-managed environments.\\r\\nThe role ensures that monitoring capabilities are aligned to business services, alerts are actionable, ownership is clearly defined, and service degradation is identified and addressed before business impact occurs. The position serves as the operational nerve center within the SIAM function, driving proactive service assurance across a multi-supplier ecosystem.\\r\\n\\r\\nKey Responsibilities\\r\\nService Health Monitoring\\r\\n• Establish and maintain an integrated service monitoring capability across applications, infrastructure, cloud services, networks, databases, and end-user services.\\r\\n• Provide a consolidated \\\"single pane of glass\\\" view of service health across the IT ecosystem.\\r\\n• Define and maintain critical business service maps and monitoring dependencies.\\r\\n• Ensure proactive identification of service degradation before users are impacted.\\r\\n• Continuously monitor service availability, performance, capacity, and operational health.\\r\\nEvent & Alert Management\\r\\n• Own the Event Management process within the SIAM organization.\\r\\n• Ensure all alerts are mapped to accountable resolver groups and suppliers.\\r\\n• Define alert ownership, escalation paths, and operational responsibilities.\\r\\n• Eliminate duplicate, noisy, and non-actionable alerts.\\r\\n• Drive event correlation and intelligent alerting to reduce operational overload.\\r\\n• Ensure alerts are prioritized based on business criticality and service impact.\\r\\nService Assurance & Operations Control\\r\\n• Act as the central monitoring authority across internal and external service providers.\\r\\n•