Event and Monitoring Management Specialist

1 week ago

Taguig, Philippines Sun Life Full time

Event and Monitoring Management Specialist

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

As a Monitoring & Event Management Analyst, you will be responsible for ensuring the health and performance of enterprise IT services through proactive monitoring, event correlation, and incident response. You will leverage your expertise in Broadcom APM, Splunk, and other monitoring tools to develop and maintain alerts, dashboards, analyze system behavior, and support root cause analysis. You will also work closely with ServiceNow as an ITSM tool and integrate monitoring insights into operational workflows. Understanding of On-Premises and Cloud (AWS) infrastructure and familiarity with Regex are essential for success in this role.

This position supports the Asia Service Management Team and acts as a liaison between Asia technical teams (Hong Kong, Indonesia, Philippines, and Vietnam) and global governance teams, contributing to the implementation of ITIL-based processes and continual service improvement.

Monitoring & Event Management
  • Design, implement, and maintain monitoring alerts and dashboards using Broadcom APM or Splunk.
  • Configure and optimize event correlation rules to reduce noise and improve incident detection.
  • Design workflows to ensure seamless integration of monitoring alerts into ServiceNow.
  • Analyze historical data to identify trends, potential issues, and opportunities for proactive remediation and monitoring fine-tuning.
  • Availability for on-call and major incident bridge calls to support resolution.
  • Participate problem management reviews to provide proactive monitoring resolutions.
Operational Support & Reporting
  • Provide technical and process support for ITSM processes including Incident, Problem, Change, and Configuration Management.
  • Ensure compliance with audit, BCP, and regulatory requirements.
  • Contribute to the development of monitoring-related knowledge articles and documentation.
  • Collaborate with teams to ensure monitoring coverage and documentation are updated.
  • Generate regular and ad-hoc reports and participate to business presentations.
Key Success Indicators/Attributes:
  • Strong understanding of Broadcom APM and Splunk as monitoring tools.
  • Familiarity with Regex and SPL for event data analysis.
  • Understanding of On-Premises and Cloud (AWS) infrastructure.
  • Solid knowledge of ITIL4 or v3 framework and ServiceNow as an ITSM tool.
  • Excellent analytical, problem-solving, and communication skills.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Commitment to continuous improvement and staying current with monitoring technologies and industry trends.
Education and Experience:
  • Graduate of IT or any related field.
  • 1-2 years of relevant experience in IT operations, monitoring, or service management.
  • ITIL4 or v3 Foundation Certification preferred.

We are an equal opportunities employer and welcome applications from all qualified candidates.

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