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Job Purpose

This position is responsible for executing the Service Management Tools strategy at a technical level. This role reports directly to the Manager of Service Management Tools and is responsible for executing procedures for break/fix repair, change requests, and scheduled maintenance activities. Responsibilities include some development, implementation, and maintenance of strategic monitoring and service management/ticketing tools for CBTS. Key customers for this position include CBTS Managed Services, strategic individual customer programs, and strategic company initiatives.

Essential Functions

• Executes the technical direction and focus for service management tools implementation, operation, and maintenance; has an understanding of the vision and translates that into the appropriate technical execution

• Manages systems and/or tools applications while supporting development roadmaps and project tasks

• Actively works with business unit management and decision-makers to execute towards the project backlog, collaborating on establishing business-driven priorities for fixes and enhancements

• Accountable for all system and applications best practices and methodologies including scope and expectations management, requirements management, iterative release management, and testing, quality, and code control

• Accountable for execution of effective systems management and underlying infrastructure of service management platforms; directs efforts to ensure CBTS systems maintain high reliability, acceptable performance, and adequate capacity

• Provides valuable insight and promotes a positive team atmosphere

• Interacts with key vendors and partners as needed to improve the breadth and depth of the service management tools functionality and relevance; additionally, collaborates with providers when appropriate for joint development efforts

• May participate in a pre-sales capacity for strategic customer opportunities

• Provide systems and applications support metrics and respond proactively to trends and performance needs

• Builds and maintains strong working relationships with all levels of CBTS and customer personnel

• Maintains an understanding of CBTS Managed Services Tools & ITSM service offerings and technical capabilities

• Provides input into development of monitoring and service management processes by which CBTS will manage and grow its ability to serve customers

• Makes disciplined use of tracking and reporting vehicles to capture project activities and progress and provides details to clients and CBTS management as needed

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Education

• Four years of College resulting in a Bachelor's Degree or equivalent

• Continuing applied technical education in multiple disciplines

• Network experience – OSI model and Cisco/Juniper/Aruba/Palo Alto a plus

• NetApp/Hitachi Storage systems experience a plus

• Linux/UNIX/AIX/Solaris operating systems experience

• Windows Server operating systems experience

• Project experience - both operational and technical project implementation

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Experience/Background

• 2 to 5 years of experience

• Exposure to monitoring platforms like LogicMonitor, ScienceLogic SL1, Solarwinds, CA, Nagios, etc.

• Exposure to ITIL-based service management/ticketing systems – ServiceNow, Zendesk, Freshworks, ManageEngine, etc.

• ITIL framework familiarity

• Systems or applications implementation experience

Expecting Skills

• Strong familiarity with administering LogicMonitor (the tool this role will most interact with)

• Familiarity with administering ScienceLogic SL1

• Adjusting alert thresholds

• Research problems

• Produce customer reports and data feeds

• Troubleshoot monitoring connectivity

• Network or server administration experience strongly preferred

• Working base of knowledge for offering monitoring of various technologies

• Good familiarity with monitoring protocols: WMI, SNMP, Remote Powershell

• Familiar with working in an ITIL-based task queue

• Ability to collaborate with team members, other technical groups, vendor tech support

• Clear communicator with external customers via email, tickets, phone

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Supervisory Responsibilities

• Work closely with individual programmers, systems analysts, and systems administrators

• Assistance in joint development efforts