Job Summary

 L3 Roles & Responsibilities / Job Description Purpose: Define the L3/SME role for enterprise event monitoring, event correlation, observability tooling, escalation governance, and continuous service improvement across infrastructure, applications, and services. Job Title Tools Event Management Lead / SME - L3 Function IT Operations / Tools & Observability Role Summary The Tools Event Management L3 role is responsible for leading enterprise event monitoring and management across infrastructure, applications, cloud, and business services. The role owns advanced event correlation, alert optimization, tool governance, escalation support, and continual improvement to enable early detection of service impact, reduce noise, and improve incident response outcomes. Role Profile Level L3 / SME / Technical Lead Recommended Experience 8-12+ years in IT operations, event management, observability, monitoring tools, NOC/SOC, or ITSM operations Operating Model 24x7 support environment; on-call or major incident support as required by business operations Primary Stakeholders NOC/SOC, ITSM, Infrastructure, Application, Cloud, Network, Security, vendors, service delivery leadership, and customer stakeholders Outcome Focus Reliable detection, accurate event-to-incident conversion, faster triage, lower alert noise, reduced MTTR, and improved service availability Key Roles & Responsibilities Event Monitoring & Correlation • Lead event monitoring across infrastructure, applications, network, cloud, and business services using enterprise monitoring/observability platforms. • Define event correlation rules, alert priority logic, severity mapping, suppression logic, and noise reduction standards. • Validate event-to-incident conversion quality and ensure alerts are actionable, timely, and tied to business impact. L3 Technical Escalation & Incident Enablement • Act as L3 escalation point for complex event, monitoring, alerting, and observability issues. • Support major incident bridges with tool insights, alert timelines, dashboards, logs, and impact analysis. • Partner with incident, problem, application, network, server, cloud, and vendor teams to accelerate diagnosis and restoration. Tool Administration, Engineering & Governance • Own governance for monitoring tool configuration, integrations, standards, access, dashboards, and data quality. • Drive health checks, tool availability reviews, capacity planning, configuration hygiene, and periodic tuning of monitoring platforms. • Manage integrations between monitoring tools and ITSM platforms for automated ticket creation, enrichment, routing, and closure feedback. Automation, AIOps & Continuous Improvement • Identify opportunities for automation, self-healing, predictive alerts, event enrichment, and closed-loop remediation. • Lead SIP/CIP initiatives to improve MTTD, MTTA, MTTR, SLA compliance, alert quality, and operational efficiency. • Develop reusable playbooks, SOPs, knowledge articles, and operational runbooks for L1/L2 teams. Reporting, Governance & Stakeholder Management • Define and publish dashboards, trend analysis, alert quality reports, event volumes, escalation trends, and KPI scorecards. • Lead service review inputs for event management operations, risk areas, improvement actions, and tool roadmap items.

Key Responsibilities

 L3 Roles & Responsibilities / Job Description Purpose: Define the L3/SME role for enterprise event monitoring, event correlation, observability tooling, escalation governance, and continuous service improvement across infrastructure, applications, and services. Job Title Tools Event Management Lead / SME - L3 Function IT Operations / Tools & Observability Role Summary The Tools Event Management L3 role is responsible for leading enterprise event monitoring and management across infrastructure, applications, cloud, and business services. The role owns advanced event correlation, alert optimization, tool governance, escalation support, and continual improvement to enable early detection of service impact, reduce noise, and improve incident response outcomes. Role Profile Level L3 / SME / Technical Lead Recommended Experience 8-12+ years in IT operations, event management, observability, monitoring tools, NOC/SOC, or ITSM operations Operating Model 24x7 support environment; on-call or major incident support as required by business operations Primary Stakeholders NOC/SOC, ITSM, Infrastructure, Application, Cloud, Network, Security, vendors, service delivery leadership, and customer stakeholders Outcome Focus Reliable detection, accurate event-to-incident conversion, faster triage, lower alert noise, reduced MTTR, and improved service availability Key Roles & Responsibilities Event Monitoring & Correlation • Lead event monitoring across infrastructure, applications, network, cloud, and business services using enterprise monitoring/observability platforms. • Define event correlation rules, alert priority logic, severity mapping, suppression logic, and noise reduction standards. • Validate event-to-incident conversion quality and ensure alerts are actionable, timely, and tied to business impact. L3 Technical Escalation & Incident Enablement • Act as L3 escalation point for complex event, monitoring, alerting, and observability issues. • Support major incident bridges with tool insights, alert timelines, dashboards, logs, and impact analysis. • Partner with incident, problem, application, network, server, cloud, and vendor teams to accelerate diagnosis and restoration. Tool Administration, Engineering & Governance • Own governance for monitoring tool configuration, integrations, standards, access, dashboards, and data quality. • Drive health checks, tool availability reviews, capacity planning, configuration hygiene, and periodic tuning of monitoring platforms. • Manage integrations between monitoring tools and ITSM platforms for automated ticket creation, enrichment, routing, and closure feedback. Automation, AIOps & Continuous Improvement • Identify opportunities for automation, self-healing, predictive alerts, event enrichment, and closed-loop remediation. • Lead SIP/CIP initiatives to improve MTTD, MTTA, MTTR, SLA compliance, alert quality, and operational efficiency. • Develop reusable playbooks, SOPs, knowledge articles, and operational runbooks for L1/L2 teams. Reporting, Governance & Stakeholder Management • Define and publish dashboards, trend analysis, alert quality reports, event volumes, escalation trends, and KPI scorecards. • Lead service review inputs for event management operations, risk areas, improvement actions, and tool roadmap items.

Skill Requirements

 L3 Roles & Responsibilities / Job Description Purpose: Define the L3/SME role for enterprise event monitoring, event correlation, observability tooling, escalation governance, and continuous service improvement across infrastructure, applications, and services. Job Title Tools Event Management Lead / SME - L3 Function IT Operations / Tools & Observability Role Summary The Tools Event Management L3 role is responsible for leading enterprise event monitoring and management across infrastructure, applications, cloud, and business services. The role owns advanced event correlation, alert optimization, tool governance, escalation support, and continual improvement to enable early detection of service impact, reduce noise, and improve incident response outcomes. Role Profile Level L3 / SME / Technical Lead Recommended Experience 8-12+ years in IT operations, event management, observability, monitoring tools, NOC/SOC, or ITSM operations Operating Model 24x7 support environment; on-call or major incident support as required by business operations Primary Stakeholders NOC/SOC, ITSM, Infrastructure, Application, Cloud, Network, Security, vendors, service delivery leadership, and customer stakeholders Outcome Focus Reliable detection, accurate event-to-incident conversion, faster triage, lower alert noise, reduced MTTR, and improved service availability Key Roles & Responsibilities Event Monitoring & Correlation • Lead event monitoring across infrastructure, applications, network, cloud, and business services using enterprise monitoring/observability platforms. • Define event correlation rules, alert priority logic, severity mapping, suppression logic, and noise reduction standards. • Validate event-to-incident conversion quality and ensure alerts are actionable, timely, and tied to business impact. L3 Technical Escalation & Incident Enablement • Act as L3 escalation point for complex event, monitoring, alerting, and observability issues. • Support major incident bridges with tool insights, alert timelines, dashboards, logs, and impact analysis. • Partner with incident, problem, application, network, server, cloud, and vendor teams to accelerate diagnosis and restoration. Tool Administration, Engineering & Governance • Own governance for monitoring tool configuration, integrations, standards, access, dashboards, and data quality. • Drive health checks, tool availability reviews, capacity planning, configuration hygiene, and periodic tuning of monitoring platforms. • Manage integrations between monitoring tools and ITSM platforms for automated ticket creation, enrichment, routing, and closure feedback. Automation, AIOps & Continuous Improvement • Identify opportunities for automation, self-healing, predictive alerts, event enrichment, and closed-loop remediation. • Lead SIP/CIP initiatives to improve MTTD, MTTA, MTTR, SLA compliance, alert quality, and operational efficiency. • Develop reusable playbooks, SOPs, knowledge articles, and operational runbooks for L1/L2 teams. Reporting, Governance & Stakeholder Management • Define and publish dashboards, trend analysis, alert quality reports, event volumes, escalation trends, and KPI scorecards. • Lead service review inputs for event management operations, risk areas, improvement actions, and tool roadmap items.

Other Requirements

NA