Enterprise Monitoring Production Support Summary of Position IT Support Specialist I Provide production support for Enterprise Monitoring Applications. Perform technical troubleshooting, changes, and daily tasks for Enterprise Monitoring Applications and Systems. Work with customers and other support teams to co-ordinate and facilitate incident triage and timely resolution of production issues. On a rotational basis provide 24x7 on- call coverage. Responsibilities • Analyze, resolve, and co-ordinate technical problems for all issues/incidents • Carry a primary pager and respond to incidents within 15 minutes • Contribute to the configuration and customization of the Enterprise Monitoring, AlarmPoint, Remedy, and Automation systems including distributed Tivoli agents for monitoring UNIX, WINTEL, network, and database devices, application logs, SYSLOGs, etc. • Coordinate incident resolution with infrastructure and application support groups and implement changes to prevent problem recurrence • Develop the logic, scripts, and programs for the distributed agents and probes that collect, process, and forward events to the centralized monitoring and reporting system. • Develop tools, interfaces, or wrappers to support integration across multiple management interfaces. • Escalate product bugs or code related problems • Migrate code releases into production following execution instructions • Identify problems and correct them as soon as possible to restore full service • Maintain Remedy incident tickets and service request cases in a timely and efficient manner • Managing and escalate issues according to the proper procedures. • Monitor applications and automated processes • Participate in supporting user requests and daily maintenance duties • Participate in the 24x7 L2 on-call primary support rotation with other L2 team members. May include weekends and off hours as needed. • Perform approved L2 change controls per documented procedures • Perform incident ticket trending and analysis to identify root cause and reduce overall problems • Perform proactive monitoring of systems and servers • Respond to automated alerts • Review and implement scheduled changes for supported systems, platforms, and COTS products. • Support large 24x7 mission critical systems. • Write procedural documentation • Troubleshoot, resolve and document resolutions for incident tickets • Understand API logic to develop interfaces to support streamlined integration across various platforms. • Update Operations Guides, troubleshooting documentation, and system procedures based on incident resolutions • Work closely with UNIX, Network, Database, and WINTEL support groups, and with business application groups, to understand and prioritize their requirements for the effective implementation of monitoring solutions and to maximize the effectiveness of the monitoring environment. • Work on Incidents for multiple applications and platforms Preferred Skills • Preferred: Hands-On Enterprise monitoring System experience (2+ yrs.) • Preferred: Demonstrated experience in Managing, Maintaining, and Troubleshooting 1 or more of these - IBM Tivoli, NetCool (Omnibus, Impact. Reporter, Precision, ITM, ISM, SSM, WEBTop), BMC Remedy 7.x, Atrium Orchestrator, Blade Logic, BCO, ADDM., AlarmPoint, TripWire, Guardium, InfoVista, HP Business Process Monitors (BPM-Topaz), Oracle, Remedy. IIS, Apache • High level of interpersonal, communication (verbal and written) and customer service skills. • Required: Strong Unix skills and knowledge of Unix Shell scripting in one or more of these environments (Solaris 8,10; AIX 5.x, SUSE Linux 9.x/10.x, RedHAT) • Experience working in Operations / Production Support environment • Strong Problem Solving skills • Preferred: Shell Scripting (PERL/BOURNE/KORN), C programming • 3+ years experience in varied technical positions (requires broad technical IS knowledge at a mid level), including low level development experience implementing systems Infrastructure development/support preferred. Examples: Strong working knowledge of TCP/IP and SNMP Management Protocols, Unix commands, VMware, Veritas VCS, Web Logic, Oracle 11.x, LDAP, DNS, Web Apps, firewalls, load balancers, global load balancers, portals. Desired Skills (Experience supporting these systems and applications a plus) • SQL, Oracle and/or SQL Server databases • BOXI reporting tools • Java • Active Directory / LDAP • MS Messaging tools (Exchange, SharePoint) • Web server and Middleware (WebLogic, JBOSS, apache) • Siteminder • Database interfaces (Sybase and/or Oracle) • XML; Java; SNMP; MIBII; J2EE • Ability to use Microsoft Office tools (Project, Powerpoint, Excel, Word) • Windows Server administration skills a plus • Experience in Windows NT, Windows 2000, Internet Information Server, SQL Server and Oracle Databases (desired). Education and Experience • Preferred: AA/AS in Computer Science, Information Systems, or related field. • 2+ years of related experience