|JOB DESCRIPTION: Serves as a senior-level member of the Technical Operations Center (TOC) Managed Monitoring Services team. Designs, architects, implements and maintains enterprise-wide monitoring systems. Provides 24 x 7 x 365 on-call support and ongoing daily maintenance of systems and applications for end-to-end monitoring of networks, systems, applications and services. Applies creative thought processes to developing strategies for network management systems and related infrastructures and identifies service gaps for enacting system improvements. Consults with TOC staff, customers, vendors and UTS departments to establish and improve strategies for automation, system integration, alerting and notification processes, reporting, and improving enterprise capabilities for resolving issues. Provides technical subject matter expertise, leadership and guidance for resolving highly-complex monitoring issues. Provides back-up support for TOC operations, investigates incident reports, manages assigned tickets, processes service requests and fields customer calls. Evaluates the daily health of monitoring systems to ensure accuracy and reliability of monitoring service. Reviews, tests, and installs patches, updates and revisions of software utilizing the change management process to maintain up-to-date software versions and to provide bug fixes, new features and certifications. Coordinates with the server team to ensure that hardware supporting Network Management System (NMS) is refreshed and up to date. Investigates, documents, and troubleshoots monitoring system issues (e.g., software code errors, configuration errors with third-party vendors, etc.) to quickly resolve vendor-owned issues. Configures, tests, and deploys escalation policies to activate automated ticket creation in ticketing systems, paging, e-mail and texts of network and server events. Develops scripts to provide customized network, servers, applications and services data to increase the TOC's analytical and investigative capabilities. Creates scripts to perform customized monitoring for enterprise-wide customer-specific services. Develops and tests adaptors (i.e., trap, syslog) to provide methods for inserting and removing monitoring systems alarms. Serves as internal escalation point for TOC and UTS staffs to assist with resolving managed monitoring systems issues. Monitors, reviews, assigns and accepts trouble tickets in assigned ticketing systems to ensure issues are resolved within Service Level Management guidelines. Responds to alert notifications received from monitoring tools to manage service issues resolutions. Monitors, reviews, assigns and accepts service requests in assigned ticketing systems to fulfill customer requests. Performs related responsibilities as required.
MINIMUM QUALIFICATIONS: A high school diploma and seven years of relevant IT experience, OR an equivalent combination of education, training, and/or experience. Valid Georgia Driver's license and insurability.
DATE CREATED/MODIFIED/REVIEWED: 10/4/11 JB
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