Service Management Tools Engineer II

Essential Functions

• Executes the technical direction and focus for service management tools implementation, operation, and maintenance; has an understanding of the vision and translates that into the appropriate technical execution
• Manages systems and/or tools applications while supporting development roadmaps and project tasks
• Actively works with business unit management and decision-makers to execute towards the project backlog, collaborating on establishing business-driven priorities for fixes and enhancements
• Accountable for all system and applications best practices and methodologies including scope and expectations management, requirements management, iterative release management, and testing, quality, and code control
• Accountable for execution of effective systems management and underlying infrastructure of service management platforms; directs efforts to ensure CBTS systems maintain high reliability, acceptable performance, and adequate capacity
• Provides valuable insight and promotes a positive team atmosphere
• Interacts with key vendors and partners as needed to improve the breadth and depth of the service management tools functionality and relevance; additionally, collaborates with providers when appropriate for joint development efforts
• May participate in a pre-sales capacity for strategic customer opportunities
• Provide systems and applications support metrics and respond proactively to trends and performance needs
• Builds and maintains strong working relationships with all levels of CBTS and customer personnel
• Maintains an understanding of CBTS Managed Services Tools & ITSM service offerings and technical capabilities
• Provides input into development of monitoring and service management processes by which CBTS will manage and grow its ability to serve customers
• Makes disciplined use of tracking and reporting vehicles to capture project activities and progress and provides details to clients and CBTS management as needed

Education

• Four years of College resulting in a Bachelors Degree or equivalent
• Continuing applied technical education in multiple disciplines
• Network experience - OSI model and Cisco/Juniper/Aruba/Palo Alto a plus
• NetApp/Hitachi Storage systems experience a plus
• Linux/UNIX/AIX/Solaris operating systems experience
• Windows Server operating systems experience
• Project experience - both operational and technical project implementation

Experience/Background

• 2 to 5 years of experience
• Exposure to monitoring platforms like LogicMonitor, ScienceLogic SL1, Solarwinds, CA, Nagios, etc.
• Exposure to ITIL-based service management/ticketing systems - ServiceNow, Zendesk, Freshworks, ManageEngine, etc.
• ITIL framework familiarity
• Systems or applications implementation experience

Expecting Skills

• Strong familiarity with administering LogicMonitor (the tool this role will most interact with)
• Familiarity with administering ScienceLogic SL1
• Adjusting alert thresholds
• Research problems
• Produce customer reports and data feeds
• Troubleshoot monitoring connectivity
• Network or server administration experience strongly preferred
• Working base of knowledge for offering monitoring of various technologies
• Good familiarity with monitoring protocols: WMI, SNMP, Remote Powershell
• Familiar with working in an ITIL-based task queue
• Ability to collaborate with team members, other technical groups, vendor tech support
• Clear communicator with external customers via email, tickets, phone