Owns the end-to-end Event Management practice, defining how events are detected, filtered, correlated, prioritised, and converted into actionable alarms and ServiceNow tickets. Ensures AI-driven Root Cause Analysis and event prioritisation align to the client's services, thresholds, and ITSM processes. Acts as the operational "front door" feeding Incident, Problem, and Change Management.

Responsibilities

Own the end-to-end Event Management practice, policy, and lifecycle (detect → filter → correlate → prioritise → respond)
Define event taxonomy, severity classification, and what constitutes signal vs. noise across FinTech platforms
Establish correlation rules, thresholds, and de-duplication logic to reduce alert noise
Define rules for alarm-to-ServiceNow-ticket conversion (priority, routing, ownership)
Validate accuracy and actionability of AI-generated RCA and prioritisation outputs
Define event sources and monitoring requirements across platforms; partner with integration engineers on telemetry quality
Define downstream routing into ServiceNow (ITSM), Microsoft Sentinel (SIEM), Grafana, and Elastic Observability
Ensure seamless hand-off into Incident, Problem, and Change Management; define escalation paths and major-incident triggers
Align event prioritisation with service criticality and SLA/availability targets
Define requirements for observability dashboards; establish event/monitoring KPIs (alert volume, noise ratio, false-positive rate, MTTD)
Lead FinTech observability and AIOps roadmap governance; sign off on changes to the event-management/monitoring environment
Manage escalations impacting event management and monitoring
Report periodically to function leadership on progress against metrics; ad hoc project reporting as required

Experience and education

Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical field
ITIL certification (v4 preferred)
5+ years in IT Operations/Service Management with hands-on ownership of Event Management, monitoring, or observability
Strong ITIL knowledge across Event, Incident, and Problem Management
Practical experience with monitoring/observability tooling (Grafana, Elastic, Prometheus, SIEM/Sentinel or equivalent)
Demonstrated experience designing alert correlation, noise reduction, and alarm-to-ticket workflows
Working knowledge of ServiceNow ITSM (or equivalent) integration and ticketing logic
Advantageous: exposure to AIOps platforms and AI-driven RCA/anomaly detection; understanding of fintech/telecom platforms (wallet, payments, USSD, API gateways)
Awareness of data privacy/PII handling in cloud environments; regulated-environment experience
Experience working with external technology vendors across diverse cultures/geographies