Sr. Manager, ITOM Event Management and Monitoring Solutions Lead
Pfizer is at the forefront of a new era in healthcare, where digital innovation meets patient impact.
Our Digital Operations and Command Center organization delivers excellence in infrastructure operations performance, applying advanced analytics to drive predictive detection and interventions. We place data at the heart of our work, striving for continuous improvement to enable business processes and patient outcomes.
The ideal candidate will collaborate with infrastructure and application teams to assess next-generation capabilities, transitioning from device-based monitoring to a data-driven, business-process-centric perspective. This leader will play a significant role in shaping centralized technologies to drive optimization and automation.
* Main Responsibilities:
* Design and implement solutions for event management and monitoring, meeting organizational needs and industry standards.
* Integrate solutions with existing IT infrastructure and tools for seamless operation and data flow.
* Oversee the monitoring of IT events, ensuring critical events are detected, logged, and addressed promptly.
* Analyze solution performance, identifying areas for improvement and implementing necessary changes.
* Review Event Management alerts, correlation rules, and actions that result in incident tickets being created to advise on opportunities to suppress duplicate incidents.
* Identify opportunities to implement automation strategies, streamlining event management and monitoring processes, reducing manual intervention, and improving efficiency.
* Work closely with stakeholders to ensure successful deployment and operation of solutions.
* Provide training and support to IT staff on solution use, ensuring they can manage and monitor events effectively.
Requirements:
* Bachelor's degree in computer science, Information Technology, Engineering, or a related field.
* 7+ years in technical/infrastructure operations.
* 5+ years' experience in event management and monitoring, including relevant tools and technologies.
* 3+ years of experience with ServiceNow Event Management.
* Demonstrated leadership experience, influencing peers, developing, and coaching others, overseeing and guiding colleagues to achieve meaningful outcomes.
* Demonstrated ability to operate in an agile environment, possessing qualities such as adaptability to change, proactive problem-solving, and a collaborative mindset.
Preferred Qualifications:
* Master's degree.
* ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) Event Management.
* Experience with developing data pipelines using vendor-provided libraries or open interfaces through API such as REST.