Job ID: 56000
Job Category: Information & Technology
Division & Section: Technology Services, Enterprise Services & Operations
Work Location: 703 Don Mills Road, Toronto, ON (Hybrid)
Job Type & Duration: Permanent, Full-Time Vacancy
Salary: $113,683.00 - $155,216.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 10-Jul-2025 to 24-Jul-2025

JOB DESCRIPTION

The Senior Technical Support Specialist 1 (IT Infrastructure Monitoring & Event Management Lead/Supervisor) will be responsible for leading the City’s IT infrastructure monitoring and event management service line. Reporting to 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 the City’s IT landscape.
A key focus of this role will be to lead the transition from the City’s existing IT infrastructure monitoring and event management platform to the ServiceNow IT Operations Management (ITOM) Monitoring and 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 and event management tools, and manage vendor and stakeholder relationships to deliver continuous improvements and operational excellence.

KEY QUALIFICATIONS:

Your application for the role of Senior Technical Support Specialist 1 (IT Infrastructure Monitoring & Event Management Lead/Supervisor) must describe your qualifications as they relate to:

• Degree or diploma in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience.
• Extensive experience in IT infrastructure monitoring and event management, including implementing and managing large-scale monitoring platforms.
• Considerable experience in implementing and managing infrastructure monitoring and event management in ServiceNow IT Operations Management (ITOM) monitoring and event management platform
• Considerable experience and expertise in planning, configuring, and maintaining IT infrastructure monitoring and event management solutions in ServiceNow, including event correlation, automated alerting, CMDB integration, and service mapping to support proactive operations and service availability.
• Considerable experience managing the integration of third-party monitoring and event management tools into ServiceNow monitoring and event management platforms, including leveraging APIs, log forwarding, and MID Server configurations.
• Considerable experience leading enterprise-scale modernization or transformation initiatives, including coordinating professional services engagements and overseeing technical project delivery.
• Considerable experience in integrating monitoring and event management functions with Incident, Major Incident, and Problem Management processes.
• Considerable leadership experience, including supervising technical staff, assigning work, setting performance expectations, coaching and mentoring team members, and promoting a culture of service excellence.

MAJOR RESPONSIBILITIES

• Provide team leadership, technical guidance, and subject matter expertise for the IT Infrastructure Monitoring and Event Management team responsible for IT infrastructure and application monitoring operations.
• Review and expand the IT Infrastructure Monitoring and Event Management service line to ensure it aligns with the City’s evolving operational needs, strategic priorities, and modernization objectives.
• Lead and oversee the successful delivery of the IT monitoring and event management modernization initiative, with a key focus on transition from legacy tools to ServiceNow ITOM (Monitoring and Event Management, Discovery, Service Mapping, and AIOps).
• Engage and coordinate professional services to support the design, implementation, and rollout of the infrastructure monitoring and 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 and Event Management to centralize alert visibility and streamline response.
• Develop and maintain real-time monitoring dashboards, health reports, and executive summaries using ServiceNow and native reporting tools.
• Integrate ServiceNow Monitoring and Event Management with Incident, Major Incident and Problem Management workflows to ensure seamless alert-to-incident creation and triage.
• Support onboarding of new infrastructure, applications, and business services into the ServiceNow monitoring platform and ensure operational readiness through proper alert configuration.
• Lead the development of procurement documentation including Requests for Proposal (RFPs), Requests for Quotations (RFQs/RPQs), and Requests for Services (RFSs) related to enterprise monitoring transformation, tool procurement, and professional services engagements.
• Manage stakeholder engagement with internal divisions and service owners to validate monitoring requirements, share insights, and drive adoption.
• Supervise and support team members, providing coaching, mentoring, work assignment, and performance feedback to build technical depth and operational excellence.
• Report on key performance indicators (e.g., event volume, MTTR, false positive ratio, service availability impact) and identify opportunities for continuous improvement.
• Liaise with vendors, partners, and internal teams for tool maintenance, upgrades, and continuous improvement.

Your application for the role of Senior Technical Support Specialist 1 (IT Infrastructure Monitoring & Event Management Lead/Supervisor) must describe your qualifications as they relate to:

• Degree or diploma in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience.
• Extensive experience in IT infrastructure monitoring and event management, including implementing and managing large-scale monitoring platforms.
• Considerable experience in implementing and managing infrastructure monitoring and event management in ServiceNow IT Operations Management (ITOM) monitoring and event management platform
• Considerable experience and expertise in planning, configuring, and maintaining IT infrastructure monitoring and event management solutions in ServiceNow, including event correlation, automated alerting, CMDB integration, and service mapping to support proactive operations and service availability.
• Considerable experience managing the integration of third-party monitoring and event management tools into ServiceNow monitoring and event management platforms, including leveraging APIs, log forwarding, and MID Server configurations.
• Considerable experience leading enterprise-scale modernization or transformation initiatives, including coordinating professional services engagements and overseeing technical project delivery.
• Considerable experience in integrating monitoring and event management functions with Incident, Major Incident, and Problem Management processes.
• Considerable leadership experience, including supervising technical staff, assigning work, setting performance expectations, coaching and mentoring team members, and promoting a culture of service excellence