ITSM Lead - Observability & Process Optimization

TechDigital Group; San Jose (CA); Sur place; USD 90 000 - 150 000; Plein temps

Résumé du poste

An established industry player is seeking an ITSM Lead to enhance their observability strategy and implement ITSM processes across the organization. This role involves developing and documenting ITSM processes such as incident and problem management, ensuring compliance and performance monitoring. The ideal candidate will have extensive experience with ITSM implementation and a strong grasp of observability tools. You'll be at the forefront of driving process improvements and educating teams on best practices. If you're passionate about IT service management and want to make a significant impact, this is the opportunity for you!

Qualifications

• 5+ years of relevant experience in ITSM implementation required.
• ITIL V3 Intermediate or above certification is mandatory.

Responsabilités

• Develop and implement ITSM processes across the IT organization.
• Monitor and measure performance, ensuring compliance with regulations.
• Focus on establishing an observability strategy at the IT level.

Connaissances

ITSM processes

Observability Tools

Incident Management

Process Improvement

Data Tracking

Training and Education

Formation

ITIL V3 Intermediate Certification

Outils

ServiceNow

Description du poste

Senior Decisions.com Engineer / Subject Matter Expert (SME) with strong hands-on experience in the Decisions platform. The candidate will be responsible for designing, developing, and implementing decisioning workflows, guiding engineering teams, and establishing best practices for enterprise-scale implementations.

Key Responsibilities
1. Decisions Platform Development
• Design, develop, and implement solutions using Decisions.com platform
• Build and maintain:
o Rules engines
o Flows and workflows
o Integrations with external systems
• Perform hands-on configuration, deployment, and troubleshooting
• Optimize performance and scalability of decisioning solutions

2. Architecture & Solution Design
• Define end-to-end architecture for Decisions-based solutions
• Collaborate with business stakeholders to translate requirements into technical workflows
• Ensure solutions align with enterprise standards, scalability, and security
• Drive API-led and microservices-based architecture where applicable

3. Best Practices & SME Leadership
• Act as a Decisions platform SME across teams
• Define and document:
o Development standards
o Coding guidelines
o Design patterns
• Conduct knowledge sessions and mentoring for engineering teams
• Guide teams on performance tuning, debugging, and optimization

4. DevOps & Cloud Integration
• Implement CI/CD pipelines using GitHub Actions
• Manage deployments on Azure Kubernetes Service (AKS/Kubernetes)
• Integrate with Azure API Management (APIM) for API exposure
• Ensure automated deployments, monitoring, and rollback strategies

5. Data Integration & Management
• Integrate Decisions workflows with:
o MongoDB / CosmosDB (Vector DBs)
o Relational Databases (SQL Server, etc.)
• Design efficient data models and manage data flow pipelines
• Ensure data security and compliance standards are followed

6. Stakeholder Collaboration
• Work closely with:
o Business teams
o Solution architects
o DevOps teams
• Participate in requirement discussions and solution walkthroughs
• Provide technical leadership during design reviews

Required Skills & Experience:
Core Skills
• Strong hands-on experience with Decisions.com platform
• Expertise in:
o Flow design
o Rules engine implementation
o Integration patterns
• Proficiency in REST APIs and microservices architecture

Cloud & DevOps
• Hands-on experience with:
o Azure Kubernetes Service (AKS/K8s)
o GitHub Actions (CI/CD pipelines)
o Azure API Management (APIM)
• Exposure to containerization (Docker/Kubernetes)

Data Technologies
• Experience with:
o MongoDB / CosmosDB (including vector or semi-structured data handling)
o SQL databases
• Understanding of data modeling and performance tuning

Programming / Scripting
• Experience in one or more:
o Java / .NET / Python (preferred for integrations)
• Familiarity with scripting and automation

Soft Skills
• Strong communication and stakeholder management skills
• Ability to mentor and guide engineering teams
• Excellent problem-solving and analytical mindset
• Proactive and ownership-driven approach

Experience Level
• 12+ years overall IT experience
• 9+ years working specifically on Decisions platform (or similar decisioning tools)

Key Success Criteria
• Successful implementation of scalable decisioning workflows
• Establishment of reusable best practices across teams
• Improved delivery timelines through optimized architecture & DevOps

Nice-to-Have Add-ons (for strong candidates)
• Experience with AI/ML integrations or Decision Intelligence
• Knowledge of vector search / embeddings (Cosmos DB vectors, MongoDB Atlas Search)
• Exposure to enterprise integration frameworks