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. 

Key Responsibilities 

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 Helix, TrueSight, Patrol & Entuity platform   Experience with BMC Helix and TrueSight is must  Network concepts using SNMP, MIB Discovery and different technology experience within Cisco  Basic configs 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 

Knowledge 

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. 

Skills 

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 

 

Experience 

Minimum 4 to 6 years of working experience supporting monitoring tools for large environments   BMC Helix, TrueSight, Patrol & Entuity  Windows, Linux and Network Monitoring and OS knowledge recommended.