Senior Monitoring and Observability Engineer

Job description:

Key Responsibilities:

• Undertake daily tasks and activities that ensure systems and services are proactively managed.
• Administer the core monitoring platforms and technologies. Manage 3rd line support activities and act as escalation within the service operations function.
• Oversee capacity and performance processes for assets that are owned by your teams.
• Creation and maintenance of support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
• Creation of automation scripts and routines that remove manual intervention from service operations.
• Testing and invocation of the business continuity and disaster service operations recovery plans.
• Completion of all mandatory training courses.
• Define acceptance criteria for the transition of new services into Service Operations.
• Participate in the out of hours on call support rota.

Skills, Knowledge and Expertise:

• 6+ Yrs Exp
• Experience working in an IT service delivery or support function
• MBA or Degree in Information Technology or Information Security.
• Experience working with Microsoft technologies.
• Excellent communication skills developed working in a service centric organization.
• Ability to interpret fault descriptions provided by customers or internal escalations and translate these into resolutions.
• Ability to manage and prioritize own workload.
• Experience leading technical or process-based forums and meetings such as the Change Advisory Board.
• Experience working within Education Technology would be an advantage.