ITSM Practice Lead – Event Management, ServiceNow ITOM
Canada
Full Time
5 hours ago
No H1B
Key skills
ServiceNowDynatraceCI/CDLeadershipCollaboration
About this role
Role Overview
- Provide governance and leadership for the event management practice
- Establish and operate an effective federated model
- Oversee the full event lifecycle
- Support and coach federated teams
- Ensure service quality, observability, and continuity
- Drive innovation and continuous improvement
Requirements
- 5 to 10 years of experience in IT operations, observability, monitoring, or ITOM, within a ServiceNow and Dynatrace environment
- Advanced expertise in ServiceNow ITOM and observability, including Event Management, Alert Management, CMDB, Discovery, and Service Mapping
- Strong knowledge of Dynatrace (dashboards, metrics, traces, logs, Davis rules, alerting strategies, and integrations) and monitoring tools (APM, logs, traces, synthetics)
- Strong mastery of SRE and reliability engineering practices, including SLI, SLO, Error Budgets, toil reduction, automation, and service observability
- Solid understanding of CI/CD pipelines and “as-code” approaches
- Strong influence-based leadership and collaboration skills
- Operational rigor, analytical mindset, and results orientation
- Intermediate level of English proficiency
- Excellent command of the French language (spoken and written)
Tech Stack
- ServiceNow
Benefits
- Flexible group insurance
- Competitive pension plan
- Stock purchase plan
- Vacation and wellness/personal development days
- Telemedicine
- Employee and family assistance program
- Ergonomic furniture program
- Performance bonus
- Discounts on iA products