Monitoring Tools Specialist - Mississauga, Canada - opentext
Description
OPENTEXT - THE INFORMATION COMPANY
As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital.
As an OBM and OO system analyst and administrator, your primary role will be to support and configure within the OpenText ITOM environment.
Primary responsibilities include, but are not limited to:
Operational Support:
- Provide Level 3 support to ITOM tenant incident alerts received from monitoring systems, tickets, and endusers.
- Support the response to Major Incidents to ensure a timely restoration of service.
- Perform diagnostics to remediate detected/reported incidents.
- Document and improve procedures for use by other IT Operational Teams.
- Support change activities by executing documented procedures.
- Data quality, dashboard, and report configuration in OBM and SMAX
- Driving governance, standardisation and scalability across the ITOM environment.
System Configuration, Setup, and Project Delivery:
- Able to take business requirements and provide solutions, documenting designs and communicating directly with business functions, project delivery and BAU activities.
- On / Off-Cloud installation and configuration of all Sitescope requirements:
Policy Creation:
- ASCII Log File / SNMP traps
- Measurement threshold scripting
- XML / REST Event, topology, and metrics
Integration:
- SMAX
- NNMi and NOM
Reporting:
- Event dashboards
- Performance dashboards
Release Management:
- Integration and upgrades inline with all ITOM tooling including SMAX and 3rd party products.
- Manage, support all future releases covering:
- Enhancements
- Bug fixes
- Known issues
Administrator:
- Supporting all requests either via projects of BAU SMAX requests for all activities that cover:
- Configuration
- Knowledge
- Reporting
- Runbook automation updates
Desired Qualifications:
- Application Production Support, or similar environment.
- Working knowledge in one or more of the following areas:
- Monitoring and Event Management tooling environment
- Configuration
- Service Management Design
- Testing and Transition
- Excellent verbal and written communication skills are required.
- Ability to comprehend and follow documented guidelines & procedures.
- Proven analytical and problemsolving skills & the ability to organise and prioritise several tasks at one time.
- ITIL v4 accredited.
- Working knowledge of IT4IT framework.
- Understanding of Agile methodologies, such as Kanban and the ability to work within an agile framework.
- Good understanding of both onCloud and offCloud environments.
- Creative problem solving and analysis skills with an ability to identify, develop and implement solutions to gaps to meet the needs of the business.
- Excellent verbal and written communication skills are required.
- Ability to comprehend and follow documented guidelines & procedures.
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