CTPL / IT Operations Support Engineer –Monitoring

General Overview:
IT Operations Monitoring Engineer is part of a team focused on monitoring organization’s Public facing and Internal IT systems. This individual will take care of the day-to-day monitoring of organization’s IT Systems and Services with primary focus on identification and notification of service impacting events.
Responsibilities
1. Conduct Event Management activities for an ITIL based IT Operations organization
2. Use monitoring tools and metrics to confirm and better identify incidents reported by customer to Global Service Desk
3. Identify service impacting incidents and notify the appropriate group(s) so they can conduct Return to Service activities
4. Ensure the established monitoring alerts are responded to in a timely manner to ensure for system quality, availability, security, and performance
5. Provide metrics/logs to help with Root cause analysis.
6. Evaluate trends in incidents or any potential issues within the environment and work with the IT Operations Engineers to develop plans to fix any problems once identified
7. Create and document SOP’s for all monitoring and notifications activities including implementation and support in the scope of this role
8. Participate in On Call and after hours maintenance activities as needed 
9. Engage in and work through major incidents (Sev1, Sev2, Sev3)
Key Performance Indicators:-
1. Operational availability of systems including time to resolution and root cause remediation
2. Meet individual and team deliverables/objectives for new and existing projects
3. Technical mentoring of team members for area of focus
4. Maintain knowledge base, SOP’s, and documentation including inventory and schematic diagram
Required Qualification:-
1. Minimum of 6 years Information Systems/Technology experience
2. 3+ years Monitoring/NOC tools administration with PRTG/Splunk/CloudWatch
3. 3+ years Private/Public/Hybrid Cloud Monitoring Experience
4. Proficiency in Windows Server (2008, 2012) and Linux (CentOS/RHEL)
5. Ruby, PowerShell and Bash scripting
6. Experience working in an e-commerce environment
7. Prior experience monitoring IT infrastructure for financial and ERP applications
8. Excellent oral and written communications skills
9. Strong research, analytical and conceptual skills
10. Strong team player that values the importance of the success of their tem
11. Demonstrated success in complex problem solving environments