This Support position in the Client's Digital Technology Command Center requires 100% on-site shift work providing 7/24 operational support via proactive monitoring. As part of the Application Recovery Team (ART), this position supports monitoring for Digital Channels, Production environments, Application Health, and Distributed system support in Unix/Linux, Windows, Virtual (VMWare, HyperV), Middleware, and AWS Cloud environments.
Responsibilities
- Monitoring day-to-day application performance and availability, systems performance analysis of alerts from various tools, and restoration of services.
- Creatively managing multiple alerts and incidents to ensure high-impacting scenarios are prioritized appropriately and addressed quickly to reduce system impact.
- Plan for shift workload and participate in planned change activities as well as incident follow-ups.
- Responsible for providing day-to-day support for Application recovery and availability, Digital Channels, and System Administration via proactive monitoring for Windows and UNIX/Linux environments.
- Monitoring and support are required for critical processes in the Cloud, Virtualization, Middleware, Database, Storage, and Backup areas.
- Troubleshooting and familiarity with various Middleware components (Messaging technology, Weblogic, Websphere, DataPower) are essential.
- Responding to alerts from the enterprise monitoring tools, automation, and escalation from the IT Service Desk.
- Work with cross-functional teams throughout IT to isolate and resolve unplanned outages.
Qualifications
- Strong working knowledge of ITIL Service Management is required.
- Be able to follow Change, Incident, and Problem Management activities.
- Strong knowledge of Enterprise Monitoring Tools such as Dynatrace, Datadog, AppDynamics, Big Panda, SCOM, and LogicMonitor is critical.
- Able to work well with Application support, DevOps, Digital Operations Center, Server Operations, Network Operations, Middleware, and Database Support teams.
- Experience with application performance tools, enterprise .com site, and mobile channel monitoring, intermediate Systems Administration.
- Experience in Unix/Linux and Windows server environments is required.
- A good understanding of virtual technology is also a must.