Sr. Manager, ITOM Event Management and Monitoring Solutions Lead

<p><b>Use Your Power for Purpose</b></p><p></p><p>All over the world, Pfizer colleagues work together to positively impact health for everyone, everywhere. Our colleagues have the opportunity to grow and develop a career that offers both individual and company success; be part of an ownership culture that values diversity and where all colleagues are energized and engaged and have the ability to impact health and lives of millions of people. Digital is at the core of how Pfizer delivers Breakthroughs That Change Patient’s Lives. Advanced technologies that accelerate research, development, manufacturing, and patient access to therapies are all made possible by the infrastructures that enable our Digital landscape.</p><p></p><p>The Digital Operations and Command Center organization delivers excellence in the pursuit of those breakthroughs through industry-leading infrastructure operations performance. We strive to revolutionize service dependability by applying advanced analytics to drive predictive detection and interventions. We place data at the heart of what we do and apply a relentless focus on continuous improvement to enable Pfizer’s business processes and patient outcomes.</p><p></p><p>As part of the Service Operations and Process Enablement team, the ITOM Event Management and Monitoring Solutions Lead is responsible for overseeing the health monitoring of Pfizer’s IT infrastructure and applications. This role involves defining IT Operations event management strategies and processes, driving continuous improvement for efficiency and effectiveness, and leading the product vision and direction for infrastructure and application monitoring solutions. The ideal candidate will collaborate with infrastructure and application teams to assess next-generation capabilities, transitioning from a device-based monitoring approach to a data-driven, <span>business-process-centric</span> perspective. This will provide operational, SRE, and other Digital stakeholders with real-time, business process-focused service health data, enabling them to navigate complexity and deliver superior service outcomes. This leader will play a significant role in shaping the evolution of these centralized technologies to drive optimization and automation.</p><p></p><p><b>What You Will Achieve:</b></p><p></p><p>In this role, you will:</p><p></p><ul><li>Design and implement solutions for event management and monitoring, ensuring they meet organizational needs and industry standards</li><li>Integrate solutions with existing IT infrastructure and tools to ensure seamless operation and data flow</li><li>Oversee the monitoring of IT events, ensuring that all critical events are detected, logged, and addressed promptly.</li><li>Analyze the performance of solutions, identifying areas for improvement and implementing necessary changes.</li><li>Review existing Event Management alerts, correlation rules, and actions that result in incident tickets being created to advise on opportunities to suppress duplicate incidents.</li><li>Identify opportunities to implement automation strategies to streamline event management and monitoring processes, reducing manual intervention and improving efficiency.</li><li>Work closely with stakeholders, including IT teams, management, and external vendors, to ensure the successful deployment and operation of solutions</li><li>Provide training and support to IT staff on the use of solutions, ensuring they are equipped to manage and monitor events effectively</li><li>Continuously evaluate and improve solutions, staying updated on the latest trends and technologies in IT operations management<p></p></li></ul><p></p><p><b>Qualifications:</b></p><ul><li>Bachelor’s degree in computer science, Information Technology, Engineering or a related field.</li><li>7+years in <span>technical/infrastructure</span> operations</li><li>5+ years’ experience in event management and monitoring, including the use of relevant tools and technologies.</li><li>3+ years of experience with ServiceNow Event Management</li><li>Demonstrates a breadth of diverse leadership experiences and capabilities including the ability to influence and collaborate with peers, develop, and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.</li><li>Demonstrated experience in an agile work environment possessing qualities such as a collaborative mindset, adaptability to change, and a proactive problem-solving approach.</li><li>Demonstrated ability to operate in a “matrix” organizational environment, transcending organizational boundaries, while leading change and delivering innovative solutions to the business<p></p></li></ul><p></p><p><b>Preferred Qualifications:</b></p><ul><li><p>Master's degree</p></li><li>ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) Event Management a plus.</li><li>Experience with developing data pipelines using vendor provided