PagerDuty Platform Specialist

Role Overview

iVedha is seeking a PagerDuty Platform Specialist to support and administer PagerDuty in a managed services environment. This role is responsible for day-to-day platform operations, user and access administration, escalation and on-call configuration, incident routing support, AIOps-related event management, ServiceNow integration support, and governance-aligned platform maintenance.

You will work closely with internal teams, client stakeholders, and integrated service management functions to ensure PagerDuty remains reliable, compliant, and operationally effective. This role is ideal for someone with hands-on experience in PagerDuty administration, incident management processes, enterprise support operations, ServiceNow integrations, and modern AIOps/event management in SLA-driven environments.

Responsibilities

247 Platform Monitoring & Incident Coordination:

• Monitor PagerDuty platform health and escalation reliability
• Triage platform failures (integration outages, misrouted alerts, escalation gaps)
• Coordinate with stakeholders during incidents
• Ensure accurate incident logging and resolution tracking

User & Access Management:

• Provision/deprovision users and manage team structures
• Maintain roles and permissions per policy
• Conduct access audits and compliance checks

Service & Escalation Configuration:

• Configure escalation policies, schedules, and notification rules
• Maintain integrations with monitoring tools
• Validate configurations in non-production before deployment
• Execute changes via CRQ/CAB governance

Reporting & Documentation:

• Generate reports on incidents, SLA adherence, and escalation activity
• Maintain audit-ready documentation
• Update runbooks, SOPs, and knowledge base
• Ensure traceability for compliance

Role Scope Clarification (Out of Scope):

• Custom application development on PagerDuty
• Architecture design of event routing or service topology
• Building new API integrations outside approved scope
• Security policy design or SSO configuration
• Vendor or licensing management

Requirements

PagerDuty Administration:

• Hands-on experience with user provisioning, deprovisioning, and team management
• Ability to configure escalation policies, on-call schedules, and notification rules
• Experience managing services, dependencies, and event routing rules
• Familiarity with service validation testing and operational reporting within PagerDuty
• Experience with Event Orchestration, Global Event Routing, event enrichment, and policy-based event processing
• Support PagerDuty AIOps capabilities including Event Intelligence, alert correlation, noise reduction, grouping, deduplication, and suppression
• Exposure to configuring Incident Workflows
• Configure and support automated actions (webhooks, runbooks, remediation workflows)

Incident Management:

• Strong understanding of incident lifecycle (detection, triage, escalation, resolution, postmortem)
• Experience with ITSM tools (ServiceNow, Jira, or equivalent)
• Ability to interpret alerts and make accurate routing/escalation decisions
• Experience contributing to postmortems and incident reporting

Integrations & Event Sources:

• Experience integrating PagerDuty with tools like Elastic/ELK, Dynatrace, LogicMonitor, or Microsoft Sentinel
• Familiarity with event payload structures and routing logic
• Ability to troubleshoot integration failures with upstream systems
• Support and maintain bi-directional integration between PagerDuty and ServiceNow
• Troubleshoot ServiceNow integration issues (incident sync, API failures, duplicates, delays, mapping issues)

Change & Governance:

• Experience working within ITIL-based change processes (CRQ, CAB)
• Ability to execute approved platform changes with audit documentation
• Operate within strict access and security governance
• Maintain documentation, runbooks, SOPs, and audit-ready records

Education:

• Bachelors degree in Computer Science, IT, or related field (or equivalent experience)
• PagerDuty certification or incident management training is a plus

Key Competencies:

• Strong operational ownership and attention to detail
• Clear communication and stakeholder coordination
• Strong incident triage and escalation judgment
• Documentation discipline and audit readiness
• Ability to work independently
• Strong customer-service mindset

Nice to Have:

• Python scripting for automation or event simulation
• Experience with PagerDuty Event Orchestration
• Exposure to observability tools (Dynatrace, LogicMonitor, ELK)
• PagerDuty certification or formal training