Chef(fe) de pratique ITSM - Gestion des événements (ServiceNow ITOM)

Ensure governance and leadership of event management practice, defining and evolving the practice guide (standards, models, conventions, governance mechanisms).

Integrate ServiceNow ITOM, Dynatrace, and SRE principles, maintaining a roadmap for maturity, automation, data quality, and noise reduction.

Implement and operate an effective federated framework, defining team roles, approval mechanisms, quality criteria, and controls.

Oversee the complete event lifecycle from Dynatrace pipeline to ServiceNow ITOM (Event Rules, Alert Rules, correlation, automated remediation).

Coach federated teams (Infrastructure, Network, Cloud, Application, Security, SRE, Observability) in designing, optimizing, and industrializing their event rules, including events-as-code pipelines.

Ensure service quality, observability, and continuity by defining and tracking performance indicators and monitoring the health of the event pipeline and integrations.

Drive innovation and continuous improvement, promoting AI/AIOps in Dynatrace and ServiceNow ITOM, accelerating automated remediation, and reducing toil according to SRE principles.

Contribute to the continuous evolution of the ServiceNow platform and its integrations.

Advanced expertise in ServiceNow ITOM (Event Management, Alert Management, CMDB, Discovery, Service Mapping).

Strong knowledge of Dynatrace (dashboards, metrics, traces, logs, Davis rules, alerting strategies, integrations).

Knowledge of monitoring tools (APM, logs, traces, synthetics) and Cloud, On-Prem, and hybrid architectures.

Solid mastery of SRE practices and reliability engineering (SLI, SLO, Error Budgets, toil reduction, automation, service observability).

Understanding of CI/CD pipelines and 'as code' approaches.

Strong leadership, influence, and collaboration skills for leading a transversal practice in multi-team, multi-technology contexts.

Ability to work effectively in a federated or matrix model, manage priority conflicts, arbitrate, and ensure global coherence.

Operational rigor, analytical mindset, and results-oriented approach.

Strong ability to analyze events, alerts, trends, and anomalies, diagnose noise, identify root causes, and prioritize improvements.

Ensuring high data quality, clear documentation, and continuous practice improvement.