IS Monitoring and Event Management Manager

Your responsibilities

• Setting up an end-to-end monitoring framework for supporting continual improvement of consumer facing IS services.
• Centrally consolidating, monitoring of end-user devices, applications and network & hosting to ensure its availability and usability, controlling and managing any events that can occur during service operations to apply appropriate control measures.
• Setting up and managing a cross-domain centralized end-to-end monitoring and event management framework for supporting continual improvement.
• Ensuring the integration, correlation and consolidation of events and performance monitoring across domains, accomplishing this by gathering real-time data of services and service components across systems, including 24/7 monitoring of service quality from consumer perspective, in one searchable dataset.
• Collecting data and ensuring completeness as well as correctness (data collected on end-user devices, applications and network & hosting), providing high-quality data to the CX Analytics team to start data visualization, analysis and interpretation.
• Collaborating with all service owners (esp. CX and Domains) for ensuring that the monitoring and event management framework meets the expectations of all key stakeholders, creating value and driving effective decision-making and continuous improvement of services and service components.
• Collaborating with the Consumer Support Lead and in particular the Service Desk, Incident Management (including “Red Team”), and Problem Management leads.
• Defining, executing and maintaining the Monitoring and Event Management purpose, vision and mission in line with the overall Consumer Experience Strategy, if requested contributing to the overall Consumer Experience strategy and its execution to fulfill its mission.
• Ensuring that all stakeholders adhere to the strategic management approach and timetables, collating information and creating reports and insights for supporting strategy management processes, developing and communicates plans to drive forward the strategy, contributing to the development of policies, standards and guidelines for strategy development and planning.
• Being accountable for the development and maintenance of appropriate IS capabilities within the Monitoring department, ensuring alignment to agreed goals and compliance with ABB policies.
• Acting in compliance with Corporate IS Regulation and IS Policies, with ABB Regulations and ABB Guidelines of which accountability and responsibility for this position are derived; and with any other Internal Control regulations that may be assigned.
• Living ABB’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background

• Bachelor’s degree in Computer Science or a related discipline. Master’s Degree preferred.
• Above 8 years of relevant experience, 5 years of experience in SRE (Site Reliability Engineering), in managing data engineering and data science teams, or in running and managing NOC (Network Operations Centers).
• 3 years of experience in senior management and leadership roles connected to technology topics.
• Experience with best-in-class monitoring, event management and data ingestion tools, ideally across solutions for end-user devices, applications, network and infrastructure (e.g. New Relic, AppDynamics, Dynatrace, Splunk, etc.).
• Passionate about Consumer Experience (CX).
• Strong analytical mindset, going beyond traditional IT skills.
• Strong communication and leadership skills.
• Deep understanding of consumer needs.
• ITIL certification(s) required, Lean certification(s) preferred.