SolarWinds - Monitoring / Observability Engineer

This position will be a specialist role to manage Systems Monitoring services and will report to the Global Domain Leader for Cloud Monitor & Observability. The purpose of the role is to provide management / technical skills and experience in providing effective, and quality Monitoring services of Client IT Systems and Environments.

This person will act as an Advisor / Subject Matter Expert to the Client on the administration, deployment and operation of monitoring services and will work with the other team members to address issues of poor quality, escalations, managing service improvement projects to improve service delivery and processes, and ensuring ongoing provision of monitoring systems. The role will work across multiple ITIL processes such as Incident, Change, Configuration, Problem Management and Engineering standards providing a central Subject Matter Expertise for the local team to deliver improvements in effectiveness.

Key Operational Responsibilities:

• Monitoring On-boarding activities
• Coordination with client to evaluate the IT systems for Systems Monitoring Services
• Create proactive/reactive event analysis and event improvement ideas based on customers and technical teams requirement and incident reduction initiatives using automation and self-healing.
• Provide monitoring improvement ideas and coordinate deployment by the 3rd party service provider.

Key Responsibilities:

• General support to the Transition Manager and the Platform Service Manager once Operations has commenced
• Act as an interface between internal resources and Client on the management of the Monitoring Systems like Solarwinds.
• Analyse and manage requirements between Client, Unisys Operations teams and 3rd party service provider
• Document  high-level requirements from Client stakeholders (IT and Business)
• Ensuring the ongoing operation of Monitoring Services including the following:
• Performance and Capacity of the Monitoring Systems
• Change and updates to Monitoring systems to maintain the availability and performance of services
• Make sure that the security of Monitoring services is maintained including Patching, Licensing requirements, testing and maintenance of HA / DR / Failover in the Monitoring Design
• Keep Security and relevant accesses to Monitoring Systems maintained
• Provide the Unisys Client with accurate information whether over the phone, in person or in written status reports
• Recommend changes to practices, processes and procedures to improve Monitoring services and assist with the creation, maintenance and delivery of operational processes, procedures and Engineering standards / Designs

You will be successful in this role if you have:

• 8+ years of experience in IT Service Management including supporting BAU Operations and Project requirements
• ITIL Foundation v3 Certification
• Advanced understanding of ITIL Service Management processes
• 5+  years of hands-on experience with Solarwinds Monitoring tool and ITSM Tools, preferably Service Now.
• Good working knowledge of MS Office tools (Excel, Word, PowerPoint, MS Project)
• Excellent report writing skills and design documentation for green/brown field monitoring projects.
• Sound understanding on Solarwinds monitoring tools and its modules.
• Integration of Solarwinds to ITSM tool like Service Now using MID server and Connector instance.