Itsm & Monitoring Manager

Position Overview:

We are seeking a talented ITSM & Monitoring Manager to lead the design, implementation, and optimization of our IT Service Management (ITSM) and monitoring solutions. The Manager, ITSM & Monitoring will play a crucial role in architecting scalable, efficient, and integrated solutions that enable us to deliver high-quality IT services and ensure the health and performance of our IT infrastructure. This individual will collaborate with cross-functional teams to understand requirements, assess existing systems, and design innovative solutions that align with business objectives and industry best practices. The Manager, ITSM & Monitoring will also lead a team of analysts building and supporting the ITSM & Monitoring platforms and environment.

Key Responsibilities:

• Lead the design and architecture of integrated ITSM and monitoring solutions, encompassing incident management, problem management, change management, service request management, and comprehensive infrastructure and application monitoring.

• Collaborate with stakeholders to gather requirements, define business processes, and develop functional and technical specifications for ITSM and monitoring solutions.

• Customize and configure ITSM platforms (e.g., ServiceNow, iSupport, Atlassian) and monitoring tools (e.g., DataDog, SolarWinds) to meet specific business needs, ensuring alignment with organizational goals and industry best practices.

• Develop and implement integrations between ITSM platforms and monitoring tools to enable proactive incident detection, automated incident resolution, and seamless communication between ITSM and operations teams.

• Design and implement advanced monitoring solutions to provide comprehensive visibility into the performance, health, and security of our IT infrastructure and applications.

• Define and implement automation workflows to streamline ITSM processes, enhance operational efficiency, and improve incident response times.

• Provide technical leadership and guidance to development teams during the implementation phase, ensuring adherence to architectural principles, design patterns, and coding standards.

• Conduct regular assessments and reviews of ITSM and monitoring solutions, identify areas for improvement, and propose recommendations for optimization and enhancement.

• Stay informed about emerging technologies, trends, and best practices in ITSM, monitoring, and automation, and evaluate their potential impact on our architecture and processes.