Job Description
Role: Infra – Application Operation (AOA) / Senior Consultant
Work Type:- Remote 100%
Location: Deloitte - 505 Vine Street, Cincinnati, OH 45202
Pay: $63.33/hr
Hours: 40 Hours/week
Shift: 9:00 AM – 5:00 PM
Contract duration: 05 Months
- Requirements:-
- 8+ years in IT operations, incident management, or application support in a 24/7 environment.
- Strong hands-on experience with observability and monitoring tools (Dynatrace, Grafana, Azure Monitor), including dashboards, alert tuning, and baselines.
- Experience supporting or coordinating major incident resolution (bridge calls, documentation, stakeholder communications).
- Familiarity with ITSM tools (e.g., ServiceNow) and workflows.
- Scripting/automation skills in PowerShell, Python, or Bash.
- Proven ability to provide escalation support and mentoring to junior engineers.
- Ability to travel up to 10% based on client needs.
- Experience in large-scale CMDB and service mapping environments (millions of CIs, thousands of applications).
- Education:
- Bachelor’s degree in a related field or equivalent experience.
- Key Focus:
- Administer and operate ServiceNow ITOM Discovery, Service Mapping, and CMDB.
- Act as CMDB administrator to maintain data quality and operational readiness.
- Support large-scale CMDB footprint (millions of CIs, thousands of application/service maps).
- Ensure high availability, reliability, and performance of business-critical applications and infrastructure.
Responsibilities:-
- ServiceNow / CMDB / ITOM Operations:
- Administer and operate ServiceNow ITOM Discovery, Service Mapping, and CMDB.
- Maintain data quality and operational readiness as CMDB administrator.
- Create, maintain, and continuously improve Application Service Maps.
- Streamline and automate service mapping processes where possible.
- Use CMDB/service mapping data for reporting, impact analysis, and operational insights.
- Operational Support & Monitoring:
- Monitor applications and infrastructure using tools like Dynatrace, Grafana, Azure Monitor.
- Provide incident response and request fulfillment related to ServiceNow ITOM administration (Event Management is out of scope).
- Act as Incident Coordinator during major incidents: run bridge calls, document actions, communicate with stakeholders.
- Build and maintain SOPs, knowledge articles, and known error content to improve L1 effectiveness.
- Identify repetitive issues and create automation scripts/runbooks (PowerShell, Python, Bash) for detection and remediation.
- Collaboration & Leadership:
- Partner with client stakeholders and technical teams for CMDB improvements and daily administration.
- Provide guidance and escalation support to junior engineers and Tier 1/2 teams.
- Support 24x7x365 operational coverage, including off-hours and holidays.
Job Types: Full-time, Contract
Pay: $63.33 per hour
Expected hours: 40 per week
- Application Question(s):
- Do you have Strong hands-on experience with observability and monitoring tools (Dynatrace, Grafana, Azure Monitor), including dashboards, alert tuning, and baselines?
- Email ID & Contact No.
- Education:
- Bachelor's (Required)
- Experience:
- IT operations, incident management, or application support: 10 years (Required)
Work Location: Remote
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