Job Description

Role Purpose
The purpose of this role is to support delivery through development and deployment of tools. 
 

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Title: Opsramp

Location: Pune

Total years of experience: 6 years to 10 years

Tools Integration

• Design, build and support tool-to-tool integrations with OpsRamp as the central event/observability platform, enabling unified visibility across hybrid infrastructure and cloud services.
• Implement and operate OpsRamp alert/event ingestion from monitoring and third‑party sources; ensure standardization of severity, categorization, enrichment and routing rules.
• Configure event correlation, suppression and alert rationalization in OpsRamp to reduce noise and drive faster triage through actionable incident signals.
• Integrate OpsRamp with ServiceNow ITSM for automated ticket creation/updates and bi-directional incident synchronization as per operational policy.
• Enable CMDB synchronization by pushing discovered resources from OpsRamp into ServiceNow CMDB (unidirectional) and maintain field mappings for audit-quality data.
• Manage OpsRamp Gateway / Collector / Agent deployment and connectivity patterns to support secure telemetry collection, discovery and agentless monitoring in on‑prem and cloud environments.
• Implement and maintain discovery and inventory onboarding via OpsRamp collectors to improve asset visibility and service impact context during incidents.
• Build/maintain secure integration patterns using REST APIs, OAuth2, webhooks and custom integrations; ensure authentication, logging and health monitoring for integrations.
• Own integration lifecycle management: requirements, design, testing, release/CAB governance, rollback planning, and documentation (interface specs, runbooks, support SOPs).

Tools & Process Integration – Integration SME

• Act as the SME for integrating ITIL processes with the toolchain, ensuring Incident/Problem/Change flows are engineered end‑to‑end with clear control points and measurable outcomes.
• Define and govern process-to-tool mapping across OpsRamp and ServiceNow: event → alert → incident, correlation → triage, remediation → closure, and post-incident evidence capture.
• Establish OpsRamp as the single aggregation and response system for events, leveraging correlation/suppression to prevent event storms from overwhelming ITSM workflows.
• Design and control auto-ticketing and e-bonding between OpsRamp and ServiceNow (ticket creation, updates, and closure synchronization), aligned to support models and resolver group ownership
• Drive CMDB enrichment and governance: ensure OpsRamp discovery reliably populates ServiceNow CMDB, maintain mappings, and implement reconciliation checks to improve CI accuracy.
• Engineer service-impact context by ensuring OpsRamp resource metadata and discovery outputs are leveraged to enrich incidents (service, CI, environment, location, ownership).
• Govern secure integration architecture (OAuth2/API access, logging, audit trails, segregation of duties), meeting the expectations of a regulated UK insurance environment.
• Lead testing and release governance for integrations and workflows (SIT/UAT, regression packs, NFR/security validation), ensuring changes are controlled through ITIL Change Enablement.
• Produce stakeholder-ready outcomes: dashboards/KPIs (noise reduction, MTTD/MTTR, automation rate), operational documentation, and coaching for teams to ensure adoption and consistency.

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