The primary responsibility of the role is to ensure that the event monitoring team is enabled to respond to events efficiently within the environment that have been identified as requiring attention.
This will include performing the following activities :
What are you going to do?
Insure every alert contains a scripted response and ownership of the service / application specific procedural steps used to respond to alerts.
Insure the event monitoring team has the necessary access to perform the required action to resolve the alert
Insure sufficient information is entered into ticket to enable Service Desk or another Tier 3 group to action the alert
Maintain appropriate control methods around how alerts are introduced into the environment
Stabilize Service Delivery by learning and maintaining operational skills for each event monitoring console : (OVO, SCOM, NNMi)
Enable standardization of processes and working practices
Drive consistency in service delivery by supporting one unified operate model
Insure manual checks are being completed to confirm the health of systems where automation is not possible
Perform defined Housekeeping tasks that are required to insure that all consoles are operating in clean state and only active alerts are displayed.
Think quickly and make the right decision is critical
Identify what element of the infrastructure that an alert relates to and be able to identify the correct documentation to be used that defines what actions are to be performed
What do we need from you?
Consider if the alert relates to a new incident, or whether it is part of another incident that has already been identified Approximately 1 -
2 years experience in technology support in one or more of the following areas :
Lotus Notes / Domino
Good problem-solving skills and a high degree of self-motivation
Ability to work and team effectively with management, and staff members in a multi-tiered support environment
Ability to work in a face paced environment where rapid response to events needs to be balanced with correct action
English language skills-good written and verbal communication
Knowledge of MS Office, Windows 2000 / XP, Lotus Notes
ServiceNow Incident Management Preferred
ITIL Practitioner Preferred
ITIL Practitioner Preferred
The Event Monitoring team provides a 24 x 7 service. Therefore, the individual may occasionally need to work flexible hours to support the operation as well as to attend conference calls and accommodate colleagues in different time zones
Bachelor’s degree in Computer Science or a related discipline, or equivalent work experience
At least two to four years of previous experience in an operational role
Working knowledge of multiple technologies including Windows, Network, Lotus Notes, and Blackberry
CLP for Lotus Notes Administrators-Preferred
MCSE for Windows Administrators-Preferred
CCNA for Network Administrators-Preferred
Shift : Monday to Friday 9-6PM
Location : Microcentro
EY, an equal employment opportunity employer, values the diversity of our workforce and the knowledge of our people.