- Onsite role, India Delivery Centre / Belfast / Dublin
- Full time position, 3-5 days per week in office (not shift)
- Department: ASPIRE Managed Services
- Practice: Services Reliability Group
- Vetting Requirements: N/A
Role Summary:
Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best Experience to our Customers.
We are seeking an experienced and results-driven Monitoring Lead who will be the product owner and subject matter expert (SME) for the Event Management tooling environment.
This role is responsible for setting the strategic direction, ensuring tooling currency, driving innovation through automation and AI, and enabling smooth customer transitions and integrations. The Lead will provide technical leadership and governance across all aspects of the Event Management platform, ensuring it aligns with operational needs and service improvement goals.
Key Responsibilities:
- Define, create and maintain Service Offering and detailed Service Description documentation in support of pre-sales,
- Own and manage the Event Management tooling environment (e.g., Opsview, Orchestrator, integrations with Engage/ConnectWise/ServiceNow).
- Define and drive the Event Management technology roadmap, ensuring alignment with operational strategy and industry best practices.
- Act as the Event Management SME, advising stakeholders on platform capabilities, enhancements, and improvements.
- Ensure currency and upgrade planning for all Event Management tools, including Collector updates, orchestrator upgrades, and base OS support (e.g., CentOS to Oracle Linux).
- Lead configuration and toolset development, including template creation, check definitions, and orchestration logic.
- Identify, evaluate, and drive the implementation of AI and automation opportunities to reduce noise, accelerate triage, and support proactive incident management.
- Oversee and coordinate all customer transitions, ensuring monitoring environments are provisioned, deployed, and validated as per agreed scope.
- Manage and support all tooling integrations, including Engage, ServiceNow, and future platform connections (e.g. server configuration and performance tuning).
- Collaborate with the Infrastructure and Platform teams to ensure alignment on architecture, Collector image development, and infrastructure management.
- Work with Service Desk, L2, and L3 teams to capture requirements, support escalations, and continuously improve platform effectiveness.
