Principal Infrastr Eng

Job Summary: The Event Manager provides Level 2 production support and Mission Control services for large-scale applications, systems, and technology products. This role is responsible for monitoring operational events, acknowledging and managing incidents within defined service levels, coordinating technical resolution, supporting change deployments, and helping restore services quickly and safely. The Event Manager collaborates with AppDev, Platform SRE, vendor, and internal service teams to troubleshoot issues, maintain operational documentation, analyze service trends, and improve monitoring and support practices. Additionally, this role supports operational resilience activities and provides guidance and knowledge transfer to new joiners and less-experienced team members.

• Incident and Event Management: Acknowledge ServiceNow incidents within an average service-level target of five minutes. Take necessary action on incidents by resolving them or transferring them to the appropriate support group within the defined two-hour service level. Assess incident impact, establish appropriate priority, perform initial triage, and coordinate rapid service restoration.
• Work closely with application, infrastructure, platform, vendor, and internal support teams to resolve incidents within agreed service levels. Maintain accurate incident notes, ownership details, troubleshooting actions, escalation history, and resolution information.
• Monitoring, Troubleshooting, and Health Checks: Monitor and event dashboards using tools such as ServiceNow, Splunk, AppDynamics, ThousandEyes, AutoSys WCC, and DownDetector. Perform application, service, batch, infrastructure, and platform health checks using approved procedures and tools.
• Utilize basic Unix/Linux and Windows Server commands and application or web-server knowledge to support troubleshooting. Analyze details, logs, performance indicators, dependencies, and recent changes to determine the appropriate response.
• Build subject-matter knowledge for supported applications and share troubleshooting guidance with team members.
• Change Deployment and Operational Resilience: Support change deployments and traffic-routing activities using tools such as Harness, UCD aVX/AVI, or approved equivalent platforms. Assess planned changes for operational risk and verify that quality, security, compliance, monitoring, and support requirements are addressed.
• Create and maintain change or issue logs and escalate deployment risks, failures, or service impacts promptly. Support Business Continuity Planning exercises, high-volume events, and Command Center activities to maintain operational resilience.
• Coordinate post-change health checks and confirm service stability using approved monitoring and validation procedures.
• Knowledge Management and Operational Excellence: Create, update, and maintain operational documentation, procedures, knowledge articles, and troubleshooting guidance. Provide knowledge transfer and related training to new joiners and less-experienced team members.
• Identify automation opportunities in handling, health checks, incident triage, reporting, and repetitive operational activities. Analyze incident s, workload, and performance trends and recommend preventive actions and process improvements.
• Drive operational excellence through standardization, best-practice adoption, knowledge sharing, and skill benchmarking.

• Hands-on experience with incident assignments, dashboard monitoring, incident triage, escalation, and service restoration within defined service levels.
• Experience with two or more events or monitoring tools such as ServiceNow, Splunk, AppDynamics, and ThousandEyes.
• Working knowledge of application monitoring, log analysis, event detection, and production troubleshooting.
• Basic Unix/Linux commands, Windows Server support, and application or web-server support.
• Understanding of ITIL fundamentals, including Incident Management, Change Management, escalation, and service-level management.
• Ability to understand service impact, prioritize work, make timely decisions, and restore service quickly in a dynamic production environment.
• Excellent verbal, written, and interpersonal communication skills.

• Experience supporting change deployments and traffic routing using Harness, UCD aVX/AVI, or comparable tools.
• Knowledge of ServiceNow event and incident workflows and observability integrations.
• Understanding of automation principles and the ability to identify suitable automation opportunities.
• Ability to work effectively across geographically distributed teams and support a 24x7 operational environment.
• Ability to manage multiple priorities, meet deadlines, and perform under pressure.

Performance Expectations: Meet defined incident acknowledgement action, escalation, and resolution service levels. Maintain accurate incident records, clear ownership, effective handoffs, and timely stakeholder communication. Improve service restoration outcomes through effective monitoring, troubleshooting, and cross-team coordination. Contribute to reduced recurring incidents through trend analysis, knowledge improvement, and automation identification. Support operational resilience through effective change, BCP, high-volume, and Command Center execution. Promote standardization, skill development, knowledge sharing, and continuous operational improvement.

Vendor Submission Expectations: Vendors should submit candidates whose experience clearly demonstrates hands-on Level 2 production support, Mission Control or event management, incident handling, monitoring, troubleshooting, and cross-team coordination in enterprise environments. Candidate profiles should identify the monitoring and ITSM tools used, service-level responsibilities, production issues personally handled, change or resilience activities supported, and measurable service improvements delivered.

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.

Mphasis is an equal opportunity/affirmative action employer. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breast feeding and related medical conditions), mental or physical disability, medical conditions military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders. View the EEO in the law poster here, view the EEO in the law supplement here. To view the pay transparency nondiscrimination provision please click here and to view the E-Verify posting click here.
Mphasis is committed to providing reasonable accommodations to individuals with disabilities.