Service Management Engineer

Role Purpose

The Event Management Engineer plays a key role in the delivery of IT monitoring and event management services. This role is responsible for ensuring operational excellence in event detection, correlation, and resolution, while maintaining system integrity and supporting both internal teams and customers. The role requires strong technical skills, problem-solving ability, and a proactive approach to service improvement.

Key Responsibilities

• Act as the first point of contact for Event Management, working with customers and internal teams to resolve problems and answer queries on a variety of monitoring and event-handling matters.

• Help co-ordinate the daily team response to regular committed work and operational tasks.

• Ensure ongoing operational hygiene of assigned systems, including:

  • User account reviews

  • Roles and permissions reviews

  • Ensuring monitoring software components remain on supported versions

• Monitor and triage events, ensuring incidents are correctly logged, categorised, and escalated when required.

• Support proactive identification and remediation of potential service issues before they impact customers.

• Work with the LogicMonitor Product Owner and ITSM Systems and Tooling Lead to contribute to long-term monitoring and event management strategies.

• Assist with documentation of processes, reporting, and continuous improvement initiatives.

• Collaborate with colleagues across ITSM, Operations, and Service Delivery to ensure effective end-to-end service.

Telefónica Tech(part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI , Enterprise Applications , Workplace Services and Cyber Security & Networking.

Values:Open, Trusted and Bold

Trusted Partners:

• Microsoft:Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
• HPE:Platinum Partner – FY23 UK&I Solution Provider of the Year
• Palo Alto & Crowdstrike:part of our NextDefense Cyber Security Portfolio
• Fortinet:Elite VIP Program – one of only 2 in the UK
• AWS:Advanced Solution & Managed Service Provider Program