Sr. Engineer L0 - Scheduling and Alerting

Reporting to the Sr. Manager of IT Services, the IT Engineer Associate is responsible for supporting multiple applications across the organization, which include Windows, AD, Citrix, Office 365 and additional applications like PagerDuty, Redwood CPP that you will be trained.

As a member of our well-respected IT team, you will enjoy a wide variety of self-directed work within a supportive team environment. A positive attitude with the desire to focus on and please the customer, including the ability to quickly understand the customers point of view, will be key success factors in your role.

• Monitor event alerts, acknowledge and, when appropriate, escalate to the next level support team(s).
• Perform in-depth monitoring for P1 and P2 critical applications and basic monitoring for P3, P4 applications.
• Notify Outage Management Team as the first point of contact for critical P1 and P2 alerts to ensure timely escalation and resolution.
• Schedule jobs in SAP tool for different systems, ensure successful runs and restart when required.
• Cleanup NAS backup server files.
• Prepare weekly error report and ensure tickets are created for all failed jobs.
• Prepare weekly & monthly Task performance/ Aging reports, drive aging calls with wider team and ensure tickets are closed on time/record justification if required.
• Support IT changes, prioritizing change requests, assessing impact, and accepting changes which meet requirements.
• Maintain internal knowledge repository.
• Manage ticketed query system and ensure queries and resolutions are tracked and kept up to date.

• Bachelors degree or equivalent experience within an enterprise level corporate IT environment is required.
• Experience in IT monitoring is highly desirable.
• Direct experience with Jenkins, Nprinting, Cloudwatch, Qlikview, SolarWinds, Redwood, OpManager and/or PagerDuty is highly desirable.
• Certifications in AWS or ITIL is a plus.

• Knowledge of ITIL based Incident, Problem and Change Management processes.
• Strong problem solving and analytical skills.
• Ability to self-start and to effectively participate in a team environment.
• Ability to be an on-call escalation point for production support and scheduled off-hours/weekend work if/when required.
• Ability to focus on the customer and to adhere to processes defined for customer issue handling.
• Ability to examine, summarize, and effectively present data when required.
• Commitment to high professional and ethical standards in a diverse workplace.

• Hybrid-work is preferred by many coworkers in this organization, with a mandate to work five days on-site, and the rest can be done from home.
• Full-time work from the office is also an option.
• Typical work hours fall within North America East Coast time-zones, adjusting as necessary to accommodate ongoing projects.
• Reasonable flexibility in working hours is mutual, flexibility may be agreed to for support of personal needs and can also be necessary to support work activities and deadlines.
• Personal computer will be supplied, adequate network connectivity while working remotely is required and is the responsibility of the individual.
• Diverse abilities may be accommodated in this role more easily than a similar role at other companies for reasons that include the remote-work potential and/or working hours flexibility.
• Work assignments vary and are not highly documented into standard operating procedures, prior experience and precedent are often used to fulfil requests.
• New alternatives to improve productivity and reduce effort are welcome and encouraged.
• Minimal physical effort is required, work is mostly sedentary.
• Travel outside of the local office is not required.