Opentext ITOM/ ITSM Engineer

Role & responsibilities

Exp: 3 to 8 years
Shift Timings: Normal Shift
Hybrid/Remote: Hybrid

Mandate Skills:

Open Text Operations Bridge Manager (OBM)

Open Text UCMDB

OpenText Aviator (Generative AI for IT Operations)

Description:

Professional with 3-8 years of experience in OpenText/Micro Focus IT Operations Management and Service Management platforms, capable of supporting enterprise monitoring, CMDB, ITSM, and AIOps ecosystems, with exposure to cloud, automation, and AI-enabled operations.

Mandatory Primary Skills:

Candidates should have proven hands-on experience in deployment, configuration, and support of OpenText ITOM/ITSM platforms including Incident troubleshooting and root cause analysis, Monitoring administration, event management, CMDB administration, and service modeling. Integration between monitoring, CMDB, and ITSM tools. ITIL-based service management processes and Production support and operational environments. Should be adept in the following Tools & Platforms:

1. Open Text Operations Bridge Manager (OBM) - Event Management and Correlation, AIOps and Intelligent Event Processing. Event Forwarding and Integrations, Topology-Based Event Correlation (TBEC), Dashboard and Reporting Configuration, Operations Agent and Monitoring Administration.

2. Open Text UCMDB - Configuration Management Database (CMDB) Administration, Service Modeling and Business Service Views, CI Lifecycle Management, Discovery and Dependency Mapping, Data Synchronization and Reconciliation, UCMDB Integrations with Monitoring and ITSM Platforms.

3. Open Text Network Node Manager I (NNMi) - Network Monitoring Administration, Network Topology Discovery, Fault Management and Root Cause Analysis, SNMP Configuration and Device Monitoring, Network Event Correlation, Performance Monitoring and Reporting.

4. OpenText SMAX (Service Management Automation X) - Incident, Problem, Change, Request, and Asset Management, Service Catalog and Workflow Configuration, Knowledge Management, ITSM Process Design and Implementation, Service Portal Administration, Integration with UCMDB and Monitoring Platforms.

5. OpenText Aviator (Generative AI for IT Operations) - AI-Assisted Service Desk Operations

Ticket Summarization and Knowledge Retrieval, AI-enabled Incident Resolution Support, Prompt Configuration and AI Model Administration, Integration of Aviator with SMAX and IT Operations workflows.

Preferred Skills:

1. Experience in Open Text ITOM Ecosystem - Operations Agent (OA), SiteScope, Business Process Monitor (BPM), Real User Monitor (RUM), AppPulse / Digital Experience Monitoring, Operations Connector (OpsCx) and Intelligent Service Management.

2. Automation & Scripting PowerShell, Shell Scripting (Bash), Python, REST APIs, JSON/XML.

Any relevant certifications in OpenText Operations, UCMDB, SMAX, ITOM/Observability would be an added advantage.