Application Monitoring Support Engineer - with Great Benefits

Position Overview:

The Service Management Application Monitoring Support role is a critical position within the IT department, responsible for ensuring the smooth operation of service management applications through proactive monitoring, troubleshooting, and support activities. This role requires a combination of technical expertise, problem-solving skills, and excellent communication abilities to effectively address issues and maintain high levels of service availability.

Responsibilities:

1. Monitoring: Continuously monitor the performance and availability of service management applications, including but not limited to incident management, change management, problem management, and service request management systems, utilizing tools such as ELK (Elasticsearch, Logstash, Kibana) and Grafana.

2. Incident Response: Respond promptly to alerts and notifications from ERC team regarding service management application issues, diagnosing problems and implementing solutions to minimize downtime and service disruptions.

3. Troubleshooting: Investigate and troubleshoot reported issues with service management applications, identifying root causes and implementing corrective actions to resolve problems effectively.

4. Documentation: Maintain comprehensive documentation of monitoring procedures, troubleshooting steps, and resolution outcomes to facilitate knowledge sharing and improve incident response times.

5. Collaboration: Collaborate with other IT teams, including application development, infrastructure, and operations teams, to address complex issues and implement enhancements to service management applications.

6. Performance Optimization: Identify opportunities to optimize the performance and efficiency of service management applications, recommending and implementing improvements as needed to enhance overall system reliability and user experience.

7. Training and Support: Provide training and support to end-users and IT staff on the use of service management applications, troubleshooting techniques, and best practices for system administration.

8. Continuous Improvement: Actively participate in process improvement initiatives, contributing insights and recommendations for enhancing monitoring, support, and maintenance processes related to service management applications.

Requirements:

• Bachelor's degree in computer science, information technology, or a related field.
• 3 to 5 years experience in supporting and monitoring service management applications, such as IT Service Management (ITSM) platforms (e.g., ServiceNow, HPSM).
• Strong understanding of ITIL (Information Technology Infrastructure Library) principles and processes, particularly incident management, change management, and problem management.
• Proficiency in system administration tasks for service management applications, including configuration, customization, and integration with other systems.
• Good working knowledge of Linux
• Knowledge of Java would be a plus
• Excellent troubleshooting skills and the ability to analyze complex issues, diagnose problems, and implement effective solutions.
• Strong communication skills, with the ability to interact professionally with end-users, stakeholders, and cross-functional IT teams.
• Detail-oriented with a focus on accuracy and thoroughness in documentation and problem-solving.
• Proactive and self-motivated, with the ability to work independently and collaboratively in a fast-paced environment.
• ITIL certification and experience with monitoring tools (e.g., Nagios, ELK, Grafana, SolarWinds, Splunk) are preferred but not required.