ITSM Engineer – AWS Environment

2 weeks ago

Chennai, Tamil Nadu, India UST Full time ₹ 9,00,000 - ₹ 12,00,000 per year

3 - 5 Years

2 Openings

Chennai, Trivandrum

Role description

Job Summary

We are seeking a detail-oriented and proactive ITSM Engineer to join our cloud operations team. The ideal candidate will have hands-on experience with AWS, Agile methodologies, and ITSM tools such as ServiceNow, with a strong focus on incident, problem, and change management. You will be responsible for ensuring operational excellence and service continuity across cloud-hosted environments.

Key Responsibilities

  • Manage and optimize ITSM processes including Incident, Problem, and Change Management using platforms like ServiceNow.
  • Integrate ITSM workflows with AWS services and monitoring tools such as SolarWinds, ELK, Dynatrace, and CloudWatch.
  • Collaborate with DevOps and Agile teams to align service delivery with business priorities and SLAs.
  • Implement and maintain dashboards, notifications, and automated workflows for major incident handling and change approvals.
  • Conduct root cause analysis and post-incident reviews to drive continuous improvement.
  • Support audit and compliance efforts by maintaining accurate records and configuration data in CMDB.
  • Participate in Agile ceremonies and contribute to sprint planning and backlog grooming for ITSM-related tasks.

Technical Skills & Experience

  • AWS Infrastructure: Experience in cloud operations and integrations
  • Agile Methodologies: Familiarity with Scrum, Kanban, and Agile ceremonies
  • ITSM Tools: ServiceNow, JIRA, Freshservice
  • Incident Management: Major incident handling, auto-resolution workflows
  • Problem Management: RCA, knowledge base updates, preventive actions
  • Change Management: RFC handling, CAB coordination, release tracking
  • Monitoring & Integration: SolarWinds, ELK, Dynatrace, CloudWatch
  • CMDB & Configuration: Data modeling, sync with external systems

Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • ITIL Foundation certification preferred.
  • Experience with ServiceNow modules and integrations.
  • Strong analytical and communication skills.
Skills

Agile,Jira,Itsm, AWS

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

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