Reporting to the Sustain Engineering, Monitoring Manager, you will be part of the Monitoring Operations team, supporting Mission Critical infrastructure for Ensono’s clients. Using your proven communication, analytical, and problem-solving skills you will help identify, communicate, and resolve issues to optimize our IT infrastructure using various Monitoring tools.
The L2 Support team is responsible for maintaining and enhancing the service we deliver to our clients by effectively:
Managing all tickets logged into the Monitoring queue
Managing client/Internal communication on all assigned tickets
Conducting proactive and reactive incident and event management
Reducing the number of repeat issues through root cause analysis
Working with internal departments to mitigate Monitoring related issue and resolve incidents/Requests/Change/Problem tickets.
Servers and WAN/LAN monitoring, reporting, and alerting for various monitoring tools for various customer spread across US and UK geographies.
Maintaining and enhancing the use of the BMC TrueSight, Patrol & Entuity platform
Adding/Deleting devices in tools
Basic config’s after device discovery
Technical support and troubleshooting of existing custom-built applications.
Support day-to-day operations and maintenance existing applications.
Setting up parameters, thresholds, action profiles.
Monitoring using, Patrol, SNMP, WMI and WINRM
Understand the distributed architecture of monitoring solution.
Understand and configure NW, Server, Website, Database monitoring.
Knowledge on reporting features.
Adherence to ITIL processes
An intermediate understanding of Infrastructure technologies including Unix, Microsoft Windows Server, Storage/Backup and Networking.
Demonstrable experience of working in an IT infrastructure.
Basic technical awareness of IT infrastructure Servers (Windows, Unix, AIX)/ Networks (Switch, Routers, DNS) Database and URL’s
Knowledge of the ITIL framework desirable (Incident, Request, Change and Problems)
An intermediate technical awareness about TCP, UDP, PING, SNMP, WMI.
Analytical skills and Problem-Solving Ability
Excellent customer service skills
Ability to multi-task and work well under pressure
Good team working skills essential
ITIL certification desirable
Able to communicate in groups with confidence and conviction
Minimum 4 to 6 years of working experience supporting monitoring tools for large environments
BMC TrueSight, Patrol & Entuity
NetIQ AppManager and SolarWinds are added advantage.