IT Event Management Engineer

About the Organization

With a legacy spanning 75 years, our organization is dedicated to assisting the most vulnerable children to overcome poverty and experience a fuller life. Operating across nearly 100 countries with over 31,000 staff, our mission is inspired by Christian faith to make a positive difference in the lives of children, even in the most challenging environments.

Role Overview

The IT Event Management Engineer will lead the design, deployment, and enhancement of global systems for detecting and alerting IT events, enabling proactive problem resolution before end users or services are impacted. This critical role bridges engineering, automation, and IT service management, focusing on reliability and operational excellence across hybrid cloud and on-premises environments. It supports the organization's shift from reactive problem-solving toward predictive IT operations.

Key Competencies

• Strong technical knowledge of IT Operations Management (ITOM) tools, monitoring frameworks, APIs, and system integrations.
• Process-driven mindset with the ability to create and maintain standard documentation and templates.
• Collaborative work style engaging cross-functional infrastructure, application, and service teams.
• Analytical skills to interpret monitoring data and recognize event trends and correlations.
• Innovative approach to automate and simplify event detection workflows.
• Customer-centric design of alerting systems to boost system reliability and user transparency.

Required Qualifications and Experience

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a closely related field.
• ITIL Foundation certification is mandatory; higher ITIL credentials such as Intermediate or ITIL 4 Managing Professional are advantageous.
• Certifications in cloud platforms like Azure or AWS, and monitoring tools, are preferred.
• Minimum of five years of experience in IT operations, monitoring, or event management.
• Proven expertise with enterprise monitoring and event management tools such as OpsBridge, Azure Monitor, AWS CloudWatch, or Site24x7.
• Experience integrating monitoring platforms with ITSM (Information Technology Service Management) solutions for automated incident handling.
• Hands-on skills in scripting and automation using tools like PowerShell, Python, or Ansible.
• Familiarity with hybrid infrastructure environments combining cloud and on-premises assets.

Technical and Functional Expertise

• Deep understanding of ITOM and event correlation techniques, alert tuning, and noise reduction approaches.
• Competence designing event-driven systems that support proactive issue detection and service assurance.
• Knowledge of APIs and integration methodologies for connecting various monitoring and ITSM solutions.
• Experience utilizing dashboards, analytics, and reporting tools such as Power BI and Kibana.
• Solid understanding of ITSM processes including Incident, Problem, and Change Management.

Primary Responsibilities

• Design, maintain, and enhance event ingestion pipelines from diverse monitoring sources like Azure Monitor, AWS CloudWatch, network devices, and SaaS services.
• Develop and implement correlation rules to group related alerts, reducing redundant notifications.
• Establish and maintain event classification standards to ensure uniform severity tagging and categorization.
• Create and manage automation workflows to remediate common IT issues automatically, including service restarts, cache clearing, and resource scaling.
• Integrate event management with ITSM platforms like ServiceNow or SMAX to facilitate automated incident generation with contextual insights.
• Engage in Artificial Intelligence for IT Operations (AIOps) projects to apply predictive analytics and machine learning for early anomaly detection.
• Develop, document, and update standard operating procedures, runbooks, and knowledge base articles to standardize event handling.
• Generate event configuration templates for scalable and repeatable monitoring setups including thresholds and escalation rules.
• Maintain a comprehensive Monitoring and Event Management Playbook detailing governance, procedures, and automation strategies.
• Ensure all documentation is version-controlled and accessible through platforms such as Confluence or SharePoint.
• Perform routine health checks on monitoring systems to verify accuracy, performance, and integration stability.
• Analyze event and incident trends to uncover improvement opportunities.
• Collaborate with service desk, cloud, and network teams to optimize event thresholds and notification logic.
• Lead continuous improvement initiatives to reduce false alerts and improve alert meaningfulness.
• Implement governance practices ensuring adherence to ITIL Event Management and ITOM standards.
• Support audits and compliance reviews related to event management.
• Contribute to the development of a Monitoring Maturity Framework to assess global event handling capabilities.
• Facilitate integration of new services into the monitoring ecosystem and conduct knowledge transfer sessions to regional teams.
• Actively participate in Agile team ceremonies and cross-team collaboration to align event management with strategic initiatives.
• Serve as a subject matter expert for monitoring and observability in projects and operational readiness reviews.
• Evaluate emerging monitoring tools, support proof-of-concept initiatives, and provide strategic recommendations towards modernizing monitoring architectures.
• Contribute to architectural standards regarding hybrid and multi-cloud monitoring strategies.

Additional Information

Applicants must be local residents of Kenya. As a Christian humanitarian organization, the candidate is expected to uphold our core values, act ethically, demonstrate cultural sensitivity, and participate regularly in team devotions, chapels, and prayer meetings according to organizational policies.