Service Management Tools Engineer II
- Cbts
- 2 - 5 years
- Chennai
- 2 months ago
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Job Description
Job Purpose
This position is responsible for executing the Service Management Tools strategy at a technical level. This role reports directly to the Manager of Service Management Tools and is responsible for executing procedures for break/fix repair, change requests, and scheduled maintenance activities. Responsibilities include some development, implementation, and maintenance of strategic monitoring and service management/ticketing tools for CBTS. Key customers for this position include CBTS Managed Services, strategic individual customer programs, and strategic company initiatives.
Essential Functions
- Executes the technical direction and focus for service management tools implementation, operation, and maintenance; has an understanding of the vision and translates that into the appropriate technical execution
- Manages systems and/or tools applications while supporting development roadmaps and project tasks
- Actively works with business unit management and decision-makers to execute towards the project backlog, collaborating on establishing business-driven priorities for fixes and enhancements
- Accountable for all system and applications best practices and methodologies including scope and expectations management, requirements management, iterative release management, and testing, quality, and code control
- Accountable for execution of effective systems management and underlying infrastructure of service management platforms; directs efforts to ensure CBTS systems maintain high reliability, acceptable performance, and adequate capacity
- Provides valuable insight and promotes a positive team atmosphere
- Interacts with key vendors and partners as needed to improve the breadth and depth of the service management tools functionality and relevance; additionally, collaborates with providers when appropriate for joint development efforts
- May participate in a pre-sales capacity for strategic customer opportunities
- Provide systems and applications support metrics and respond proactively to trends and performance needs
- Builds and maintains strong working relationships with all levels of CBTS and customer personnel
- Maintains an understanding of CBTS Managed Services Tools & ITSM service offerings and technical capabilities
- Provides input into development of monitoring and service management processes by which CBTS will manage and grow its ability to serve customers
- Makes disciplined use of tracking and reporting vehicles to capture project activities and progress and provides details to clients and CBTS management as needed
Education
- Four years of College resulting in a Bachelors Degree or equivalent
- Continuing applied technical education in multiple disciplines
- Network experience - OSI model and Cisco/Juniper/Aruba/Palo Alto a plus
- NetApp/Hitachi Storage systems experience a plus
- Linux/UNIX/AIX/Solaris operating systems experience
- Windows Server operating systems experience
- Project experience - both operational and technical project implementation
Experience/Background
- 2 to 5 years of experience
- Exposure to monitoring platforms like LogicMonitor, ScienceLogic SL1, Solarwinds, CA, Nagios, etc.
- Exposure to ITIL-based service management/ticketing systems - ServiceNow, Zendesk, Freshworks, ManageEngine, etc.
- ITIL framework familiarity
- Systems or applications implementation experience
Expecting Skills
- Strong familiarity with administering LogicMonitor (the tool this role will most interact with)
- Familiarity with administering ScienceLogic SL1
- Adjusting alert thresholds
- Research problems
- Produce customer reports and data feeds
- Troubleshoot monitoring connectivity
- Network or server administration experience strongly preferred
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- Working base of knowledge for offering monitoring of various technologies
- Good familiarity with monitoring protocols: WMI, SNMP, Remote Powershell
- Familiar with working in an ITIL-based task queue
- Ability to collaborate with team members, other technical groups, vendor tech support
- Clear communicator with external customers via email, tickets, phone
Supervisory Responsibilities
- Work closely with individual programmers, systems analysts, and systems administrators
- Assistance in joint development efforts
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: System Administrator / EngineerEmployement Type: Full timeContact Details:
Company: CbtsLocation(s): Chennai+ View Contact
Keyskills: Unix Service management Ticketing Linux Solaris Presales Windows cisco Operations Monitoring
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