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Director of Monitoring Operations

2 months ago

Providence, Rhode Island, United States Ensono Full time

About the Role:

We are seeking an experienced Operational Director, Monitoring to lead our global team of 30 associates in delivering exceptional monitoring services to our clients. As a key member of our technology leadership team, you will be responsible for driving the operational and engineering aspects of monitoring services, ensuring monitoring systems are functioning properly, and adopting AI/ML for efficient data management.

Key Responsibilities:

  • Build and lead a global team of 30 associates with expertise in monitoring Operating Systems, Databases, Network, Virtual, and Storage Backup components.
  • Oversee global team members responsible for Ensono's Distributed Monitoring Tools, including BMC Truesight, BMC Helix, Entuity, and VMWare Aria.
  • Manage the support, lifecycle, sustainability, and availability of Ensono's Distributed Monitoring Tools.
  • Lead and design integrated Monitoring Solutions for ITSM systems for Ensono's Clients.
  • Design, plan, and enable AI & ML adoption in Ensono's Monitoring environment to prevent incidents.
  • Manage Capital and Expense budget related to licenses and support of monitoring tools.
  • Evaluate best practices for monitoring and visibility, establishing strong vendor relationships.
  • Establish automated processes for audit intentions to ensure proper management of components.
  • Identify opportunities for efficiency improvements through process enhancement and automation maturity.
  • Collaborate with Ensono's Product, Security, and Operational Teams to prioritize Corporate Programs and Projects.

Requirements:

  • 10+ years of experience managing infrastructure technology and operations.
  • 10+ years of experience with ITSM platforms such as ServiceNow and Monitoring Tools such as BMC, Entuity, DataDog, or similar.
  • Positive influencing verbal and written skills to build relationships and lead.
  • Ability to think holistically about processes that impact business engagement and refine them.
  • Comprehensive knowledge of ITIL reference models.
  • Proven track record of leading process improvement initiatives and driving change.
  • Excellent written, communication, and interpersonal abilities.
  • Ability to thrive in independent and collaborative fast-paced environments.
  • Familiarity with industry best practices and compliance requirements, especially in financial services.

Preferred Qualifications:

  • Bachelor's degree in a related field.
  • Master's degree in information technology or a related field.
  • Advanced ITIL certifications, including ITIL v3 and v4.
  • Experience with AI/ML integration into ITSM practices is a plus.