Senior Lead - Observability and IT Operations Management

Senior Lead – Observability (ServiceNow ITOM & Dynatrace)

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.

Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.

With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Position:Senior Lead – Observability (ServiceNow ITOM & Dynatrace)
Location: Pune

We are seeking a Senior Lead – Observability to drive enterprise-scale monitoring transformation with a strong focus on ServiceNow ITOM Event Management and Dynatrace Observability.
This role will build a high-quality, low-noise event management ecosystem where Dynatrace provides AI-driven observability insights and ServiceNow acts as the central event correlation and incident automation platform.

Key Responsibilities
•    Lead ServiceNow ITOM Event Management design including event correlation, alert deduplication, and incident automation.
•    Drive noise reduction initiatives and improve signal-to-noise ratio.
•    Improve signal quality via alert hygiene, anomaly detection, and threshold tuning.
•    Leverage AI (Davis) for root cause analysis and alert correlation.
•    Manage observability tools to ServiceNow integration, ensuring enriched and pre-correlated events.
•    Implement observability-as-code and automation via APIs, CI/CD, and Terraform.
•    Track KPIs such as MTTR, alert reduction, and incident quality improvements.
•    Demonstrated experience and expertise in using machine learning and Generative AI to develop solutions such as predictive monitoring, incident diagnosis, summarization and correlation.
•    Broad experience across infrastructure, application, data, and integration architecture.
•    Strong analytical, communication, and strategic thinking skills.

Qualifications
•    12+ years of experience in Observability, Monitoring, or ITOM.
•    Strong expertise in ServiceNow ITOM Event Management and Dynatrace.
•    Experience with full-stack observability and cloud environments (Azure/AWS/Hybrid).
•    Knowledge of ITIL processes and event lifecycle management.
•    Automation/scripting experience (Python, PowerShell, etc.).

Certifications
•    Preferred: Dynatrace Certification
•    Optional: ServiceNow ITOM, Microsoft Azure Certifications

Success Measures
•    Reduction in alert noise and duplicate events.
•    Improved incident quality and reduced MTTR.
•    Increased automation and observability maturity

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.

Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.

Experience Level

Senior Level