ITSM-Servicenow

TechDigital Group; San Jose (CA); Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

Une entreprise technologique dynamique recherche un expert en opérations informatiques à San Jose. Le candidat idéal aura plus de 10 ans d'expérience dans le soutien des opérations IT et une maîtrise des outils tels que ServiceNow et les technologies de récupération après sinistre. Il/Elle sera responsable de la conception de solutions de surveillance, de l'optimisation des processus ITIL et de la gestion des incidents à travers les équipes. Ce poste offre un engagement à la digitalisation et à l'automatisation des processus d'affaires.

Qualifications

• 10+ ans en opérations informatiques et support d'infrastructure.
• Expérience avec ServiceNow et outils de surveillance.
• Compétences en scripting d'automatisation (PowerShell, Python).

Responsabilités

• Concevoir des solutions de surveillance pour l'infrastructure.
• Gérer la stratégie de récupération après sinistre.
• Superviser les modules ServiceNow et assurer la gestion des incidents.

Connaissances

Expérience IT

ServiceNow

Outils de surveillance

Scripting d'automatisation

Gestion des incidents

Outils

Moogsoft

SolarWinds

Dynatrace

Description du poste

Key Responsibilities - Monitoring, Central Dashboard, Disaster Recovery, ServiceNow, KPI/SLA, AIOps, Process Improvement

Monitoring & Central Dashboard

- Lead the design and implementation of enterprise-wide monitoring solutions for infrastructure and applications.

- Architect centralized dashboards for real-time visibility into system health, performance, and alerts using AIOps platforms.

- Ensure proactive incident detection and resolution through event monitoring systems and technical staff interventions.

Disaster Recovery

- Own the disaster recovery strategy and execution across business-critical systems.

- Conduct risk assessments, DR drills, and ensure alignment with business continuity objectives and compliance standards.

- Collaborate with IT and business units to ensure recovery plans are aligned and tested regularly.

ServiceNow & ITSM

- Oversee ServiceNow modules including Incident, Problem, Change, and Request Management.

- Ensure all incidents are logged, categorized, and prioritized in ServiceNow with complete lifecycle documentation.

- Integrate email-based incident creation and automate workflows for faster resolution.

KPI/SLA Governance

- Define and track KPIs and SLAs across IT operations and service areas.

- Generate regular reports for stakeholders and ensure SLA adherence, especially for P1/P2 incidents.

- Lead governance meetings (CCB-CMT, DSR) and bridge calls for critical incidents.

AIOps & Automation

- Drive AIOps initiatives to automate root cause analysis, anomaly detection, and predictive maintenance.

- Collaborate with cross-functional teams to implement AI-driven insights into operational workflows.

- Support continuous improvement through digitization and transformation programs.

Process Improvement

- Optimize ITIL-aligned processes for Incident, Problem, and Change Management.

- Maintain comprehensive documentation for IT processes and workflows.

- Implement quality control measures to reduce error rates and backlog tickets.

Required Skills

- 10+ years in IT operations and infrastructure support.

- Hands-on experience with ServiceNow, monitoring tools (e.g., Moogsoft , SolarWinds, Dynatrace), and DR technologies.

- Strong understanding of ITIL processes, SLA governance, and AIOps platforms.

- Proficiency in automation scripting (PowerShell, Python) and dashboarding tools.

- Excellent communication and stakeholder management skills.