Monitoring Tools Specialist

6 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.

As an OBM and OO system analyst and administrator, your primary role will be to support and configure within the OpenText ITOM environment.

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 tenant 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/reported incidents.
- Document and improve procedures for use by other IT Operational Teams.
- Support change activities by executing documented procedures.
- Data quality, dashboard, and report configuration in OBM and SMAX
- Driving governance, standardisation and scalability across the ITOM environment.

**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**:

- Application Production Support, or similar environment.
- Working knowledge in one or more of the following areas:

- Monitoring and Event Management tooling environment
- Configuration Management
- Service Management Design
- Testing and Transition
- Excellent verbal and written communication skills are required.
- Ability to comprehend and follow documented guidelines & procedures.
- Proven analytical and problem-solving skills & 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.
- Excellent verbal and written communication skills are required.
- Ability to comprehend and follow documented guidelines & procedures.

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