JOB DESCRIPTION & RESPONSIBILITIES
You will be part of the Alert Monitoring Team, to monitor pro-active and reactive alerts coming from various tools, perform 24 x 7 shift duties on rotation to support monitoring functions in BMC Control-M platform.
- Monitoring – scrutinizing alerts received from our various tools and ensuring that they are properly logged and worked on.
- Incident Ticket Management – entering alerts into ticketing tool (Remedy) and updating these tickets as necessary.
- Escalation – contacting various support teams as necessary to ensure alerts are properly managed.
- Automation – look into ways to automate repetitive tasks and work with vendors and internal parties to implement automated solutions.
- Process Improvement – continuously review current processes to identify rooms for improvement including automation and job optimization.
- Documentation – create and update documentation related to Operations Monitoring
- Audit – ensure that all documentations used by the team including processes, SOP’s and work instructions are complete, accurate and up to date.
- Reporting and Communications – create and distribute reports and communications related to Operations Monitoring.
JOB REQUIREMENTS/QUALIFICATION
- Diploma or Degree in IT, Computer Science, Engineering, Information Technology or related discipline from a recognized institution.
- At least 2 years of working experience in Job Monitoring Operations
- Information Technology Infrastructure Library (ITIL) foundation certification
- Able to communicate with all levels of the organization from senior management, junior staff and technical personnel.
- Able to work in a 24x7 shift roster
- Knowledgeable in using Microsoft Excel formulas, pivot tables and macros for creating and automating reports
- Experience in BMC Control-M platform
DESIRED SKILLS
- Self-driven and must be effective in working both independently and in a team setting, with minimum supervision.
- Good problem solving and logic skills
- Good communication skills (verbal and written) in English
- Excellent customer management skills
