Are you passionate about observability, service reliability, and operational excellence in complex IT environments? Would you like to shape business-critical services in a highly regulated financial environment? To strengthen the Process Quality & Measurement organization in Bioggio, Viseca is looking for a motivated Senior Observability & Event Management Service Manager, available immediately or by agreement. In this role, you will own Viseca’s observability and event management services end to end, define the service strategy and roadmap, and drive modernization in line with business needs and regulatory requirements. You will oversee service performance, governance, vendors, and budgets, collaborating with internal teams and external partners to enhance service quality, resilience, efficiency, and business value.
Tasks
- Own the Observability and Event Management services end to end, defining strategy, roadmap, governance, service standards, and continuous improvement priorities.
- Drive the modernization and adoption of the observability ecosystem across business services, applications, infrastructure, cloud, and hybrid environments.
- Partner with engineering, operations, architecture, and business stakeholders to translate operational needs into sustainable solutions, actionable insights, and measurable outcomes.
- Lead service performance and governance, including KPIs and SLAs, reporting, service reviews, risk and compliance activities, audit support, and cost optimization.
- Manage technology partners and external providers, ensuring service quality, contractual performance, budget discipline, and alignment with business expectations.
- Provide functional leadership to internal specialists and cross-functional teams, while identifying opportunities to improve automation, event intelligence, analytics, and AI-driven observability.
Requirements
- University degree (ETH, University, FH) in Computer Science, Information Technology, Engineering, or a related field.
- Several years of experience leading IT services, observability, monitoring, event management, or related operations in complex enterprise environments.
- Proven end-to-end ownership of business-critical services, including performance governance, stakeholder management, continuous improvement, vendor management, and budget oversight.
- Strong knowledge of observability across applications, infrastructure, networks, cloud, and hybrid environments, with practical experience using Dynatrace or a comparable enterprise platform.
- Solid understanding of monitoring strategy, service onboarding, KPIs and SLOs, alerting, event correlation, operational analytics, and integration with IT service management processes.
- Strong analytical, problem-solving, and communication skills, with the ability to turn technical insights into business priorities and influence technical and non-technical stakeholders.
- Independent and accountable working style, with the ability to lead initiatives and coordinate specialists across organizational boundaries.
- Fluent English and Italian, with German considered an advantage.
Benefits
- Dynamic and creative environment with good development opportunities.
- Open and uncomplicated culture.
- Extensive decision-making powers.
- Thorough introduction.
- Home office possibility.
- Attractive employment conditions.
- Progressive fringe benefits.
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