ITSM & Monitoring Manager - Guitar Center

Job 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:

1. 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.
2. Collaborate with stakeholders to gather requirements, define business processes, and develop functional and technical specifications for ITSM and monitoring solutions.
3. 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.
4. 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.
5. Design and implement advanced monitoring solutions to provide comprehensive visibility into the performance, health, and security of our IT infrastructure and applications.
6. Define and implement automation workflows to streamline ITSM processes, enhance operational efficiency, and improve incident response times.
7. Provide technical leadership and guidance to development teams during the implementation phase, ensuring adherence to architectural principles, design patterns, and coding standards.
8. Conduct regular assessments and reviews of ITSM and monitoring solutions, identify areas for improvement, and propose recommendations for optimization and enhancement.
9. Stay informed about emerging technologies, trends, and best practices in ITSM, monitoring, and automation, and evaluate their potential impact on our architecture and processes.

Qualifications:

• 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.

Benefits:

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