Observability and Monitoring Analyst

5 months ago


Mississauga, Canada opentext Full time

**OPENTEXT - THE INFORMATION COMPANY**

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The role requires comprehensive systems administration, operational support, and configuration skills. Primary responsibilities include, but are not limited to:
**Operational Support**:

- Provide Level 3 support to ITOM SiS tenant(s) for all incident alerts received from monitoring systems, tickets, and end-users.
- Support the response to Major Incidents to ensure a timely restoration of service.
- Perform diagnostics to remediate detected and reported incidents.
- Support change and release management activities by executing documented procedures.
- Data quality, dashboard, and report configuration in SiS and SMAX.
- Driving governance, standardisation and scalability across the ITOM environment.
- Document and improve procedures, knowledge articles for use by OpenText global IT Operational Teams.

**System Configuration, Setup, and Project Delivery**:

- Able to take business requirements and provide solutions, documenting designs and communicating directly with business functions, project delivery and BAU activities.
- On / Off-Cloud installation and configuration of all Sitescope requirements:

- ** Policy Creation**:

- ASCII Log File / SNMP traps
- Measurement threshold scripting
- XML / REST Event, topology, and metrics
- ** Integration**:

- SMAX
- uCMDB
- NNMi and NOM
- ** Reporting**:

- Event dashboards
- Performance dashboards
- ** Release Management**:

- Integration and upgrades in-line with all ITOM tooling including SMAX and 3rd party products.
- Manage, support all future releases covering:

- Enhancements
- Bug fixes
- Known issues
- ** Administrator**:

- Supporting all requests either via projects of BAU SMAX requests for all activities that cover:

- Configuration
- Knowledge
- Reporting
- Runbook automation updates

**Desired Qualifications**:

- Working knowledge in one or more of the following areas:

- Monitoring and Event Management tooling environment
- Configuration Management
- Service Management Design
- Testing and Transition
- Proven analytical and problem-solving skills and the ability to organise and prioritise several tasks at one time.
- ITIL v4 accredited.
- Working knowledge of IT4IT framework.
- Understanding of Agile methodologies, such as Kanban and the ability to work within an agile framework.
- Good understanding of both on-Cloud and off-Cloud environments.
- Creative problem solving and analysis skills with an ability to identify, develop and implement solutions to gaps to meet the needs of the business.
- Ability to comprehend and follow documented guidelines and procedures.
- Excellent verbal and written communication skills are required.



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