TOC Engineer III

Pay Range Minimum
Job Code:

*This is an Exempt position. Employees in this position are paid a salary on a monthly basis and are not eligible to receive overtime pay.

JOB DESCRIPTION: **This is a central university office position** Responsible for the development, implementation and configuration of current monitoring systems such as SMARTS. Provides 24x7 on call support and ongoing daily maintenance of the network management systems and related infrastructure, including identification of gaps and system improvements. Handles all day-to-day and project-based activities related to event management and monitoring. Engage with other Technical Operations Center (TOC) team members, customers, vendors and internal departments to provide continuous improvement in benchmarking, monitoring, logging, event responsiveness and accuracy. Supports the TOC by providing technical expertise, leadership and guidance for incident management, work order (WO) fulfillment, and other departmental activities. Provides back-up for TOC operations and is expected to actively investigate incident reports, manage all assigned tickets, process WO and field customer calls. Reviews reports generated daily by the SMARTS servers and all other monitoring systems to ensure software is functioning properly. Installs patches, updates and revisions of software to maintain up-to-date software versions and to provide bug fixes, new features and certifications. Configures and thoroughly tests escalation policies to allow automated ticket creation, paging, e-mail and texts of network and server events. Manages all service monitoring changes including system additions, deletions, upgrades and threshold tunings to provide efficient change management controls. Develops, reviews and manages all documentation related to the monitoring systems and processes to maintain an up-to-date knowledge base. Develops custom scripts to provide data about the network, to provide tools for TOC Operators and to document changes to the system. Creates custom scripts to perform custom monitoring for customer-specific services. Develops and tests adaptors to provide methods for getting alarms into and out of SMARTS. Designs custom consoles to provide alarms in user-specific formats. Tests devices and submits requests to third party vendors for certification templates to ensure interoperability with current monitoring systems. Mentors and assists to provide day-to-day technical development of TOC Engineers. Identifies departmental training opportunities to enhance the knowledge level of the TOC team. Strategizes with TOC management, internal departments and third party vendors to evaluate, plan and implement new software, features and enhancements. Monitors, reviews, assigns and accepts WOs in all assigned ticketing systems to fulfill customer requests. Performs related responsibilities as required.
MINIMUM QUALIFICATIONS: A bachelor's degree in IT or related field and three years of relevant experience, OR and equivalent combination of experience, training, and/or education. DATE REVIEWED/MODIFIED/CREATED: 11/05/10 JB

The above statements are intended to describe the work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.


Emory University is dedicated to providing equal opportunities to all individuals regardless of race, color, religion, ethnic or national origin, gender, age, disability, sexual orientation, gender identity, gender expression, veteran's status, or any other factor that is a prohibited consideration under applicable law.

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