IT Infrastructure Monitoring & Event Management Lead in Toronto

The IT Infrastructure Monitoring & Event Management Lead will be responsible for leading the Client's IT infrastructure monitoring & event management service line, leveraging ServiceNow as the Client's enterprise platform for monitoring & event management. Reporting to the Manager, IT Service and Asset Management, this role is both strategic and hands-on, leading the operational team responsible for end-to-end monitoring of IT infrastructure components, system performance, and application availability across our client's IT landscape.

A key focus of this role will be to lead the transition from the existing IT infrastructure monitoring & event management platform to the ServiceNow IT Operations Management (ITOM) Monitoring & Event Management suite. This includes engaging professional services, managing stakeholder relationships, and ensuring business continuity throughout the transformation.

The successful candidate will work closely with IT infrastructure, application, and service management teams, serve as the primary technical authority for IT infrastructure monitoring & event management tools, and manage vendor and stakeholder relationships to deliver continuous improvements and operational excellence.

Major Responsibilities

• Provide team leadership, technical guidance, and subject matter expertise for the IT Infrastructure Monitoring & Event Management team.
• Review and expand the IT Infrastructure Monitoring & Event Management service line to ensure it aligns with our client's evolving operational needs.
• Lead and oversee the successful delivery of the IT monitoring & event management modernization initiative.
• Engage and coordinate professional services to support the design, implementation, and rollout of the infrastructure monitoring & event management platform in ServiceNow.
• Oversee the implementation and configuration of ServiceNow Event Management policies, alert rules, correlation logic, and operational thresholds.
• Plan, manage, and support the integration of third-party monitoring tools into ServiceNow Monitoring & Event Management.
• Develop and maintain real-time monitoring dashboards, health reports, and executive summaries using ServiceNow.
• Integrate ServiceNow Monitoring & Event Management with Incident, Major Incident and Problem Management workflows.
• Support onboarding of new infrastructure, applications, and business services into the ServiceNow Event Management platform.
• Lead the development of procurement documentation including Requests for Proposal (RFPs) and Requests for Services (RFSs).
• Manage stakeholder engagement with internal divisions and service owners.
• Supervise and support team members, providing coaching, mentoring, and performance feedback.
• Report on key performance indicators and identify opportunities for continuous improvement.
• Liaise with vendors, partners, and internal teams for tool maintenance and upgrades.

Key Qualifications

• Extensive experience in IT infrastructure monitoring & event management.
• Considerable hands-on experience implementing and managing Monitoring & Event Management in ServiceNow IT Operations Management (ITOM).
• Considerable experience in planning, configuring, and maintaining IT infrastructure monitoring & event management solutions in ServiceNow.
• Considerable experience managing the integration of third-party monitoring & event management tools into ServiceNow.
• One of the following ServiceNow certifications is mandatory: ServiceNow Certified System Administrator (CSA) or ServiceNow Event Management Certified Implementation Specialist (CIS).
• Considerable experience leading enterprise-scale modernization or transformation initiatives.
• Considerable experience in integrating monitoring & event management functions with Incident, Major Incident, and Problem Management processes.
• Considerable leadership experience, including supervising technical staff and promoting a culture of service excellence.

This post is for an existing vacancy. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics. We welcome and encourage diversity in the workplace.