Job Summary

　　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 queueManaging client/Internal communication on all assigned ticketsConducting proactive and reactive incident and event managementReducing the number of repeat issues through root cause analysisWorking 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 TrueSight, Patrol & Entuity platformAdding/Deleting devices in toolsBasic config's after device discoveryTechnical 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 WINRMUnderstand 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'sKnowledge 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 AbilityExcellent customer service skillsAbility to multi-task and work well under pressureGood team working skills essentialITIL certification desirableAble to communicate in groups with confidence and conviction

　　Experience

　　Minimum 4 to 6 years of working experience supporting monitoring tools for large environmentsBMC TrueSight, Patrol & EntuityNetIQ AppManager and SolarWinds are added advantage.

　　JR009553