Production Monitoring & Alerting Improvements Specialist
Vernon Hills, IL

Job Description

Title: Production Monitoring & Alerting Improvements Specialist

Location: Vernon Hills, IL

Engagement: Contract, 6 Months

Event Management, Monitoring & Alerting are critical to operating a stable environment. The Production Monitoring & Alerting Improvements Specialist / Event Management Specialist operates in two key areas.

* Working within the Project and Change domains as a knowledge resource to determine available monitoring options, align those with the available tool sets and determine appropriate alert thresholds. • Investigate the stability, monitoring and alerting of already available alerts, tools and system, to refine the existing thresholds in conjunction with appropriate SMEs, before translating that intelligence to actionable work items. In both scenarios, the EMS will be responsible for configuring the tools, integrating the alerts between systems, generating tickets and where possible, creating automation to resolve the alert. In all instances, but especially where not possible to automate resolution, creating documentation of the alert, resolution actions, responsibilities, escalation paths, etc Involvement early in the project life-cycle facilitates the relevant cross team engagement, in order to successfully plan and align the project and support resources as well as instilling ITIL practices. In addition, working closely with the Project, Change Management and Knowledge teams to ensure their processes enhance Event Management space.

Duties:

* Embed in the project(s) ensuring Event Management considerations are established early
* Ensure project tools and processes are aligned with existing tools & processes
* Liaise with stakeholders & vendors to determine monitoring/alerting requirements
* Design/integrate monitors, alerts, management packs & overrides within existing tools
* Integrate alerts to ticketing & automation systems for tracking and resolution
* Create/coordinate appropriate documentation & escalation processes for Support Technicians
* Prepare and/or deliver training materials for Support Technicians
* Perform a full review of existing monitors, alerts, escalation/notification & ticketing processes
* Continuous review of all monitors and alerts to identify/implement improvements
* Post Major Incident review to identify/improve/implement alerts and possible gaps
* Measure/report impact of alerts and bench mark against expected impact
* Project tasks and other duties as assigned

Required Skills:

* ITIL Foundation Certification is required. ITIL Service Operations certification preferred
* Proven and demonstrable knowledge of ITIL Event Management principles & methodologies
* Solid operational understanding and technical knowledge of multiple standards and tools
* 3-5 years operating in System Center Operations Manager (SCOM) or similar monitoring tool
* Strong Powershell ability and automation/service improvement mindset
* Exp in Microsoft System Center a significant advantage (SCOM, SCCM, SCSM, SMA, Orchestrator)
* Experience with external Vendor support organizations and Managed Service Providers
* Background in End User support and implementation is a significant advantage
* Strong communication skills, both verbal and written
* Strong analytical and problem-solving skills
* Logical thinker, able to define issues, collect appropriate data/facts and draw appropriate conclusions
* Ability to effectively present information to a diverse audience in a concise and direct manner
* An eye for detail and minutia as they apply to daily activities and administrative duties
* Strong quality "right first time" approach and a customer experience ownership mindset
* bachelor's degree in computer science/information systems and/or equivalent work experience

This is an excellent opportunity for a highly motivated individual to make an impact on the business from day one with a professional services firm that offers multiple avenues for career growth.

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