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jobs description

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.

• Bachelor's degree in Computer Science, Information Technology, or a related field; relevant certifications and experience may be considered in lieu of a degree.
• Proven experience as an ITSM & Monitoring Architect or similar role, with expertise in architecting and implementing integrated ITSM and monitoring solutions.
• Proven history in leading technical teams in a remote capacity.
• Strong proficiency in ITSM platforms such as ServiceNow, Atlassian, or similar, as well as monitoring tools such as DataDog, SolarWinds, or similar.
• Hands-on experience with ITSM processes and frameworks (e.g., ITIL) and infrastructure and application monitoring best practices.
• Experience with customization, configuration, and scripting within ITSM platforms and monitoring tools.
• Excellent communication and collaboration skills, with the ability to effectively interact with stakeholders at all levels.
• Strong problem-solving skills and a proactive approach to addressing technical challenges.
• Relevant certifications such as ITIL Expert, ServiceNow Certified Implementation Specialist, DataDog Certified Associate, or similar are a plus.

• Competitive salary and benefits package.
• Opportunities for professional development and advancement.
• Collaborative and innovative work environment.
• Exposure to cutting-edge technologies and projects
Westlake Village CA United States


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