About the job

Reporting to the Sustain Engineering, Monitoring Manager, you will be part of the Monitoring Operations team, supporting Mission Critical infrastructure for Ensono’s clients. Using your proven communication, analytical, and problem-solving skills you will help identify, communicate, and resolve issues to optimize our IT infrastructure using various Monitoring tools.

The L2 Support team is responsible for maintaining and enhancing the service we deliver to our clients by effectively:

Managing all tickets logged into the Monitoring queue 

Managing client/Internal communication on all assigned tickets 

Conducting proactive and reactive incident and event management 

Reducing the number of repeat issues through root cause analysis 

Working with internal departments to mitigate Monitoring related issue and resolve incidents/Requests/Change/Problem tickets. 

Key Responsibilities

Servers and WAN/LAN monitoring, reporting, and alerting for various monitoring tools for various customer spread across US and UK geographies. 

Maintaining and enhancing the use of the BMC Helix, TrueSight, Patrol & Entuity platform 

Experience with BMC Helix and TrueSight is must 

Network concepts using SNMP, MIB Discovery and different technology experience within Cisco 

Basic configs after device discovery 

Technical support and troubleshooting of existing custom-built applications. 

Support day-to-day operations and maintenance existing applications. 

Setting up parameters, thresholds, action profiles. 

Monitoring using, Patrol, SNMP, WMI and WINRM 

Understand the distributed architecture of monitoring solution. 

Understand and configure NW, Server, Website, Database monitoring. 

Knowledge on reporting features. 

Adherence to ITIL processes 

Knowledge

An intermediate understanding of Infrastructure technologies including Unix, Microsoft Windows Server, Storage/Backup and Networking. 

Demonstrable experience of working in an IT infrastructure. 

Basic technical awareness of IT infrastructure Servers (Windows, Unix, AIX)/ Networks (Switch, Routers, DNS) Database and URL’s 

Knowledge of the ITIL framework desirable (Incident, Request, Change and Problems) 

An intermediate technical awareness about TCP, UDP, PING, SNMP, WMI. 

Skills

Analytical skills and Problem-Solving Ability 

Excellent customer service skills 

Ability to multi-task and work well under pressure 

Good team working skills essential 

ITIL certification desirable 

Able to communicate in groups with confidence and conviction 

Experience

Minimum 4 to 6 years of working experience supporting monitoring tools for large environments 

BMC Helix, TrueSight, Patrol & Entuity 

Windows, Linux and Network Monitoring and OS knowledge recommended.