Job Description:

Coordinates, monitors, administer, and services, technical environments. Completes implementations, carries out integration activities, and provides operational support for technical environments.

Monitor enterprise systems and network to ensure continuous availability. To independently troubleshoot, resolve and escalate incidents and problems when detected. To interface with vendors and ensure appropriate resolution during system outages, change windows or periods of reduced performance. Perform routine tests and maintenance of assigned systems, networks and peripheral equipment.

Responsibilities

Monitor enterprise network for system performance and availability.

Monitor Moogsoft AIOps, and other consoles, monitoring tools or dashboards to ensure optimum performance within the environment

Detect, isolate, diagnose, record, escalate and resolve operational issues, incidents and outages within agreed timeframes

Create and update incident and change tickets daily using ServiceNow

Accurately report all actions taken when managing alerts on events

Interface with other ETS support teams and/or vendors to resolve enterprise system outages or periods of reduced performance, in accordance with established policies and procedures

Monitor alerts during change windows to ensure that service is restored

Perform routine tests of assigned systems and report test results

Assist other ETS staff in testing system/applications

Track and report all branch related outages and service interruptions

Qualifications All required unless otherwise noted

2+ years of enterprise network monitoring experience

Working knowledge of IT terminology, network topology, commands and device relationships

Working knowledge of technical inter-relationships between software/hardware and desktop/ LAN/ Host systems

Experience in problem resolution including determining root cause, scope and scale of issues

Experience with validating system availability and performance

Experience with enterprise system monitoring tools such as LogicMonitor, Splunk, Moogsoft, SolarWinds

Research, analytical, and problem solving skills

Effective skill exercising initiative and using good judgment to make sound decisions

Effective skill in producing desired results and achieving goals and objectives

Effective skill supporting a global 24/7, member/customer focused services operation

Effective verbal and written communication skills

Ability to respond quickly and accurately in high pressure situations

Ability to effectively manage tasks and job duties with shifting priorities

Ability to document and apply policies, standards and procedures

Ability to work independently and as part of a team

Other duties as assigned