ROLE DESCRIPTION
1. Job Title:· Monitoring Application Support Technician
2. Department/ team
· Operations Bridge, ICT Operations
3. Job Purpose:
· To work as part of the team responsible for the Administration, Support, Maintenance, and Configuration of the ICT applications that monitor SLC’s Network and Servers. These applications are;
o Truesight (Server endpoint monitoring),
o Entuity (Network endpoint monitoring),
o ADDM (Asset Discovery and Service Mapping)
o APM (Application Performance Management )
· To manage and deliver recommended changes to the existing Event Management platform, producing proposed recommendations for general improvements in line with detailed report findings support from 3rd parties and to produce any implementation plan.
· This will also include detailed recommendations, in line with SLC and 3rd party, to deliver a secure fit for purpose platform.
· You will also act as the primary contact with both external and internal customers, to ensure that the ongoing projects within SLC and ICT define suitable requirements that are aligned to customer outcomes.
· Manage stake-holder communications, delivery requirements and reporting needs, also ensure that the products external customers and users are equipped to accept the business change into their area.
· To analyse the impact of new or amended systems to the operational environment.
· Daily Checking of system availability and performance, through automated and manual checks, detailed reporting including MFD etc.
· Creating and maintaining installation packages for patrol agents. Wintel, AIX, UNIX, Linux, x86 & 64bit.
· Planning for and robust testing of service packs, hot fixes, and system upgrades on the Sandbox, then likewise in Production environments.
· Ongoing maintenance and configuration of the system console, and creation of tailored views to suit the requirements of our customers.
· Install and configure Patrol agents on SLC servers and Network devices.
· Configure and maintain thresholds for all monitored devices; CPU, disk space, memory, ports etc.
· Define and create policies in the central administration console that: add additional functionality to the Patrol Agents; Exclude/Include specific monitoring items; Enrich the information displayed on the System console, MRL (Master Rule Language) coding to enrich information provided to the NOC staff; blackout policies to suppress alerts when not required.
· Define and raise firewall changes ensuring that security guidelines are adhered to at all times
· Mapping of critical services using CAM (Collaborative Application Mapping).
· Plan, design, implement, manage and configure ADDM-CMDB integration.
· Write custom TPL (Technology Pattern Language) coding patterns for dynamically mapping our critical services.
· Develop scripts to build application relationship (Application modelling).
· Configuring rules to create functional components and divide applications into instances that enable ADDM to identify, build and maintain the Application Map dynamic calls.
· Perform configuration of the discovery solutions of all key software, including, off-the-shelf and bespoke systems and services.
· Create and maintain documentation for system administration and configuration.
· Create and maintain operational instruction documentation for the ICT NOC team.
· Provide training on all platforms to all staff.
· Raise issues with 3rd party support, provide ongoing support to them regarding the investigation of these issue; including WebEx sessions; emailing log files; Ftp’ing large debug files to their server.
· Writing, testing, compiling MRL code to process events before they appear on the system console.
· Write, test and compile custom TPL coding patterns for devices that are not discoverable using ADDM's custom programming language.
· Provide on-call support for the application.
· Attend training courses, events, conferences.
· Take responsibility for increasing our knowledge of the application, by studying online documentation, searching online communities, and taking part in webinar sessions.
4. Position & Responsibilities:
Immediate Line Manager:
· Operations Bridge Manager / Responsibility for People:
· None
Management Responsibilities:
· None / Budget Authority:
· None
5. Communications:
Internal:
· All Departments, Managers and Executive area.
External:
· 3rd Party Support Companies, external NOC’s and stakeholders.
5. Key Accountabilities:
· Define approach and manage delivery of required initiatives throughout lifecycle of products.
· Liaise with SLC’s internal customers to identify monitoring requirements, and agree on thresholds and escalation levels.
· Liaise with 3rd party support and account managers to plan installations, resolve issues, and enhance knowledge of the applications.
· To liaise with SLC’s internal customers to identify any changes to business transaction volumes to enable the impact on SLCs computer systems to be estimated.
· Performs restoration actions for outages within the environment, whilst taking ownership of the issue and tracking through to completion.
· To complete timeously information, investigation and troubleshooting on any incidents assigned to the Monitoring team queue.
· Monitors monitoring teams e-mail inboxes for tasks and potential issues, and initiates action in response to requests.
· Comfortable and confident to escalate and communicate to managers, senior managers and executive directors when appropriate.
· Identify potential system or product upgrade requirements either as a result of new or amended processes or portfolios of work within ICT and SLC.
· Resolving cross functional team issues at an appropriate levels.
· Monitor and manage risks / opportunities, and resolution of issues.
· Effective management of any changes to the environments through a controlled change management process.
· Report on progress through agreed reporting lines, at agreed intervals, specifically highlight reports, management updates and corporate updates.
· Adhering to all internal SLA’s, OLA’s, policies and procedures.
· Undertake other ad hoc tasks as directed by the Team Leader, when required.
· Best practice use of the toolsets.
· Adhering to all internal SLA’s, OLA’s, policies and procedures.
· Undertakes other ad hoc tasks as directed by SLC management, when required.
· Undertakes training to the required standard as directed by SLC management.
7. Essential Qualifications / Training / Experience:
· At least 12 months experience supporting or administrating these applications is essential.
· Experience within an Operations bridge environment and/or a Higher Education qualification in an IT related discipline is advantageous.
· Worked in a multi-disciplinary environment in either public or private sectors.
· High level process, organisation and planning skills.
· Strong Analytical and problem solving skills.
· Strong presentational/negotiation skills.
· Background in ICT Infrastructure advantageous.
· Must be able to demonstrate initiative and ability to work well with minimal supervision.
· Experience of structured analysis.
· High standard of both verbal and written communication.
· Understanding of Windows, UNIX, AIX & Linux OS is essential.
· Understanding of Network components and configurations is essential.
· Working knowledge of Event Management and supporting processes is essential.
· Flexibility in working approach.