Job Title:  Senior Team Lead | ITSM (IT Service Management) | Mumbai | Engineering

Senior Team Lead | EA&D-Engineering | ITSM

• Location:  Mumbai 
• Entity:  Deloitte Touche Tohmatsu India LLP

The team

Engineering helps Reimagine and re-engineer mission-critical operations and processes; Leverage engineering-led design, deep industry knowledge, and AI and data-driven insights to transform the technology platforms at the heart of business.

Working alongside team, we empower and drive mission-critical solutions whether we need to modernize existing systems or implement new technology products and platforms. Through innovation, we improve financial performance, accelerate new digital businesses and fuel growth. Learn more about Engineering, AI and Data

Your work profile

 We are seeking an experienced Senior Consultant with strong expertise in IT Service Management (ITSM), IT Infrastructure Monitoring, and Application Performance Monitoring (APM). The role involves designing, implementing, and optimizing ITSM and monitoring solutions, working closely with stakeholders to improve service reliability, observability, and operational efficiency.

Key Responsibilities

• Design and configure infrastructure and application monitoring solutions using Enterprise and Open-Source Tools(Dynatrace, ELK, Datadog etc).
• ServiceNow ITSM implementations and enhancements (Incident, Problem, Change, Request, CMDB).
• Act as a technical and functional expert to clients and internal teams.
• Analyse business requirements and translate them into scalable solutions.
• Implement Service level agreement, event management, alert correlation, and self-service catalogs.
• Integrate monitoring and cloud native tools with ServiceNow for auto-incident creation(Dynatrace, CloudWatch, Azure Monitor, ELK , Datadog etc).
• Support incident triage, root cause analysis, and service improvement initiatives.
• Create and maintain technical documentation and knowledge articles.
• Participate in client workshops, demos, and stakeholder reviews.
• Experience with REST APIs, integrations, and web services.
• Basic understanding of cloud platforms (AWS, Azure, GCP, Oracle Cloud).
• Familiarity with DevOps and SRE concepts is a plus.
• Shell and Python scripting knowledge.

Key skills required: 

• Strong hands-on experience with ServiceNow ITSM modules.
• Experience in ServiceNow Event Management / ITOM is a strong advantage.
• Good understanding of ITIL processes and service lifecycle.
• Experience with CMDB, discovery, and service mapping.

• Experience with Application Performance Monitoring (APM) tools (e.g., Dynatrace, Datadog, AppDynamics, New Relic).
• Knowledge of infrastructure monitoring (servers, docker, Kubernetes, network, cloud).
• Understanding of metrics, logs, traces, and alerting concepts.
• Experience integrating monitoring tools with ServiceNow for incident and event automation.
• Educational Details-Any Bachelors