Service Management Engineer

Responsibilities

• Act as the first point of contact for Event Management, working with customers and internal teams to resolve problems and answer queries on a variety of monitoring and event-handling matters.
• Help co-ordinate the daily team response to regular committed work and operational tasks.
• Ensure ongoing operational hygiene of assigned systems, including:
• User account reviews
• Roles and permissions reviews
• Ensuring monitoring software components remain on supported versions
• Monitor and triage events, ensuring incidents are correctly logged, categorised, and escalated when required.
• Support proactive identification and remediation of potential service issues before they impact customers.
• Work with the LogicMonitor Product Owner and ITSM Systems and Tooling Lead to contribute to long-term monitoring and event management strategies.
• Assist with documentation of processes, reporting, and continuous improvement initiatives.
• Collaborate with colleagues across ITSM, Operations, and Service Delivery to ensure effective end-to-end service.
• Essential Criteria
• In-depth understanding of the LogicMonitor platform (LMCA certification highly desirable), including:
• Alert rule configuration
• Advanced data collection troubleshooting (WMI & SNMP)
• Module update & import processes
• Role-based access control (RBAC) and user management
• Experience with deployment and maintenance of N-able N-sight RMM agents and dashboard .
• Proven experience leading peers in implementing changes and conducting troubleshooting investigations on monitoring platforms.
• Skilled in the design and maintenance of daily operational checklists to ensure system health and monitoring integrity.
• Strong knowledge of internal IT processes and how event management aligns with wider ITSM practices.
• Desired Criteria
• Understanding of ITIL best practices and processes , particularly Event, Incident, and Problem Management.
• Experience working within an IT support or operations environment .
• Interpersonal Skills:
• A flexible and enthusiastic approach to the job.
• A high level of self-motivation together with a willingness to learn new skills.
• Proven analytical, organisational and problem-solving skills.
• Excellent oral and written communication skills.
• Ability to work effectively as part of a team also.
• Consistently demonstrate professionalism creating a high level of customer satisfaction.
• Ability to work at all levels of the organisation in order to inform, consult, influence and resolve issued in the best interests of Telefónica Tech.
• At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.
• Be yourself with us, and feel that you belong.
• We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation.
• We don't believe hiring is a tick box exercise, so if you feel that you don't match the job description 100%, but would still be a great fit for role, please get in touch.

Benefits

Additional Information

Role Purpose The Event Management Engineer plays a key role in the delivery of IT monitoring and event management services. This role is responsible for ensuring operational excellence in event detection, correlation, and resolution, while maintaining system integrity and supporting both internal teams and customers. The role requires strong technical skills, problem-solving ability, and a proactive approach to service improvement.

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