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