Event Management Process Manager

As the Event Management Process Manager, you will own and lead the event management process across the organization, ensuring operational stability, efficiency, and alignment with business objectives. You will design, implement, and continuously improve the event management framework, focusing on proactive operations, incident prevention, and streamlined event handling. Your work will directly impact how we manage and respond to events in real time, driving improvements in operational efficiency and customer satisfaction.

Key Responsibilities

• Process Ownership:
  • Define, implement, and maintain the Event Management process to ensure consistency, scalability, and alignment with ITIL best practices.
  • Ensure process compliance across all relevant teams and tools.
  • Act as the single point of accountability for the process.
• Framework Development and Improvement:
  • Collaborate with stakeholders to identify areas for improvement within the event management lifecycle.
  • Introduce innovative solutions for event correlation, prioritization, and automation using predictive analytics and AI/ML tools.
  • Work closely with tools like ServiceNow, GCP, and UiPath to enhance event management capabilities.
• Monitoring and Metrics:
  • Define and track key performance indicators (KPIs) for event management, including incident reduction, MTTR improvements, and false alert reduction.
  • Provide regular reports and insights on the effectiveness of the event management process.
  • Drive the use of contextual alerts and intelligent event handling to reduce noise and increase actionable outcomes.
• Collaboration and Communication:
  • Partner with Product Teams, Monitoring, and Automation Pods to ensure seamless event-to-incident workflows.
  • Lead cross-functional discussions to align event management priorities with broader operational goals.
  • Foster a culture of continuous improvement by soliciting feedback from stakeholders and end-users.
• Training and Enablement:
  • Educate teams on event management best practices, tools, and processes.
  • Ensure all stakeholders understand their roles in the event management lifecycle.

Qualifications

Required Skills & Experience:

• Proven experience in process management, preferably within Event Management or a similar ITIL-aligned process.
• Strong understanding of IT service management tools, such as ServiceNow, Splunk, and GCP monitoring solutions.
• Experience with predictive and proactive operations, leveraging AI/ML tools for operational stability.
• Familiarity with incident management, change management, and problem management processes.
• Exceptional analytical skills, with the ability to interpret data and provide actionable insights.
• Experience working in agile environments, collaborating with cross-functional teams.

Preferred Skills:

• Experience with process automation tools like UiPath or similar frameworks.
• Knowledge of event correlation and noise reduction methodologies.
• Strong communication and leadership skills, with the ability to influence and drive cross-team alignment.

Education:

• Bachelor’s degree in IT, Computer Science, Business Administration, or a related field.
• ITIL certification (Intermediate or higher) is a plus.