<p><strong>Role Overview:</strong></p><p>The IT Event Manager will lead the implementation, administration and governance of Event</p><p>Management in ServiceNow ITOM, ensuring consistent and automated Incident response across</p><p>critical systems. This will include integrating alert sources such as New Relic, DataDog, UiPath and</p><p>APIs into ServiceNow, managing workflows, and training stakeholders on Incident handling and</p><p>escalation protocols.</p><p><br></p><p>This individual will also:</p><p>▪ Develop IT Event Management Policy and Process documents.</p><p>▪ Collaborate with IT Teams and Business Lines to develop and implement Service Mapping in ServiceNow ITOM.</p><p>▪ Step in as needed to provide IT Major Incident Management coverage.</p>

<p><strong>Event Management</strong></p><p>* Own the ServiceNow Event Management module and drive its full deployment.</p><p>* Establish and maintain integrations with alert sources</p><p>* Configure alert field mappings and severity rules for incoming events.</p><p>* Define and manage Event Management user roles in ServiceNow</p><p>* Document workflows and runbooks</p><p>* Develop IT Event Management Policy and Process documents</p><p><br></p><p><strong>Service Mapping</strong></p><p>* Collaborate with IT Teams and Business Lines to determine strategy for collecting</p><p>information about Configuration Items and organizing them into Services</p><p>* Work with application owners to validate service maps, and fine tune as needed</p><p><br></p><p><strong>Alert Governance & Automation</strong></p><p>* Design alerting policies and dashboards for critical banking applications.</p><p>* Ensure alerts generate actionable incidents in ServiceNow with proper routing and</p><p>escalation</p><p>* Implement runbooks and workflows for Support teams</p><p>* Automate paging and notifications for Tier 1 incidents and vendor alerts</p><p><br></p><p><strong>Collaboration & Training</strong></p><p>* Work closely with stakeholders including NOC, Application Support, and ITSM teams</p><p>* Provide training and documentation for alert handling and incident response</p><p>* Lead workshops and knowledge transfer sessions</p><p><br></p><p><strong>Monitoring & Reporting</strong></p><p>* Expand reporting capabilities for monitoring and alerts</p><p>* Develop governance framework for incident response and escalation</p><p>* Track SLA commitments and incident resolution metrics</p><p>* Deliver weekly status reports and final implementation summaries</p><p><br></p><p><strong>Major Incident Coverage</strong></p><p>* Run bridge calls on Major Incidents, ensuring the engagement of the proper subject matter</p><p>experts, including Third Party providers</p><p>* Communicate status of Major Incidents to the Enterprise following the established SLAs</p><p>* Engage the proper business parties to capture business impacts and align the incident</p><p>priority accordingly</p>

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