Manager, Observability, Process & Tools

Job Title

Manager of Observability, Process & Tools.

Location

Remote, USA

About Us

If you share our passion for inspiring progress, for bringing about bold shifts in how people, eco
nomies and societies operate, then you belong with Ingersoll Rand. Being r eco
gnized as a leader in the industry is a testament to our unwavering commitment in delivering high-quality products and services. We believe progress isn't just a concept, it's tangible improvements that begin with you.

Ready to embark on a dynamic journey and showcase your strong technical knowledge and understanding of IT systems, hardware, and software? Then dive into a pivotal role as our Manager, Observability, Process & Tools.

Job Summary

This critical role ensures we have visibility, stability, and high performance throughout our organization's IT environment. In this hands-on role you'll help lead the charge as you partner and collaborate with infrastructure architects, and senior engineers in defining and sculpting observability processes and solutions. As you help shape and redefine possibilities, you will also hold responsibility for development, implementation, and maintenance of solutions to ensure the reliability, performance, and security of our IT infrastructure and applications.

Bringing proven expertise in ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management), you'll manage a team of ITIL process experts and solution analysts while collaborating with various IT subject matter experts and development teams to implement and govern best practices for operational excellence.

Responsibilities

• Lead and manage a team of change control specialists and support analysts while providing guidance, mentorship, and support in their day-to-day activities.
  
• Partner with infrastructure architects and senior infrastructure resources to define, implement, and report clear observability KPIs and metrics for tracking system performance, reliability, and security in addition to
  
• the evaluation, selection and implementation of observability tools and technologies such as ITOM (IT Operations Management), logging, monitoring, tracing, and alerting systems.
  
• Analyze and report observability data to identify trends, anomalies, and opportunities for optimization, working closely with incident response teams to investigate and resolve operational issues quickly.
  
• Develop, maintain, and enhance the organization's change control process to ensure it aligns with best practices and regulatory requirements, coupled with creating and enforcing policies, procedures, and guidelines for implementing changes in the IT environment.
  
• Evaluate proposed changes to determine their impact on IT systems, including potential risks, resource requirements, and timelines.
  
• Coordinate and lead change advisory board (CAB) meetings to review, discuss, and approve change requests.
  
• Conduct post-implementation reviews to assess the success and impact of changes, gather feedback, and identify areas for improvement.
  
• Communicate observability insights and r eco
  mmendations to key stakeholders, including senior management.
  
• Manage the budget for observability tools, licenses, and resources, ensuring cost-effective solutions are in place and properly maintained.
  

• Bachelor's degree in Computer Science, Information Technology, or a related field.
  
• 5+ years experience in IT operations, observability, and change management.
  
• Strong knowledge of ITIL (Information Technology Infrastructure Library) principles, processes, and tools (e.g. Orion & ServiceNow).
  
• Strong technical knowledge and understanding of IT systems, hardware, and software.
  

• Remote based office within the United States
  
• US Citizen or lawful Permanent Resident
  

• Strong understanding of ITIL/ITSM/ITOM best practices
  
• 3+ years of ServiceNow experience
  
• Service Desk management experience
  
• Monitoring tool experience
  

• 401K (Matching up to 6%)
  
• Medical plans, Dental, Vision
  
• Vacation time, paid holidays and sick time
  
• Company provided short term and long term disability, life insurance and employee assistance programs
  
• Ingersoll Rand stock