Responsibilities

• Monitor enterprise network for system performance and availability.

• Monitor Moogsoft AIOps, and other consoles, monitoring tools or dashboards to ensure optimum performance within the environment

• Detect, isolate, diagnose, record, escalate and resolve operational issues, incidents and outages within agreed timeframes

• Create and update incident and change tickets daily using ServiceNow

• Accurately report all actions taken when managing alerts on events

• Interface with other ETS support teams and/or vendors to resolve enterprise system outages or periods of reduced performance, in accordance with established policies and procedures

• Monitor alerts during change windows to ensure that service is restored

• Perform routine tests of assigned systems and report test results

• Assist other ETS staff in testing system/applications

• Track and report all branch related outages and service interruptions

• 2 years of enterprise network monitoring experience

• Working knowledge of IT terminology, network topology, commands and device relationships

• Working knowledge of technical inter-relationships between software/hardware and desktop/ LAN/ Host systems

• Experience in problem resolution including determining root cause, scope and scale of issues

• Experience with validating system availability and performance

• Experience with enterprise system monitoring tools such as LogicMonitor, Splunk, Moogsoft, SolarWinds

• Research, analytical, and problem solving skills

• Effective skill exercising initiative and using good judgment to make sound decisions

• Effective skill in producing desired results and achieving goals and objectives

• Effective skill supporting a global 24/7, member/customer focused services operation

• Effective verbal and written communication skills

• Ability to respond quickly and accurately in high pressure situations

• Ability to effectively manage tasks and job duties with shifting priorities

• Ability to document and apply policies, standards and procedures

• Ability to work independently and as part of a team