Job Summary

Monitor alerts from ScienceLogic monitoring systems.\r\n· Good Knowledge on ScienceLogic support environment like discovering devices, Dynamic applications, and scheduling maintenance window.\r\n· Good knowledge on creating dashboards in SL1 and coordinating with SL1 support on new dashboard creation.\r\n· Good knowledge on monitoring protocols like SNMP, WMI and SL1 agent.\r\n· Knowledge on upgrading SL1.\r\n· Raise incident tickets for all incidents resolvable by you as well as those reassigned to an SDC or 3rd-level support.\r\n· Handling global incidents via the Global Incident Management Process.\r\n· Route non-global incidents to the appropriate support group or SDC Incident Management team.\r\n· Engage with 3rd-party suppliers, such as telecommunications vendors and computer hardware suppliers, as needed during incident management process\r\n· Ensure that the incident communications plan is followed to keep all interested parties apprised of incident status and resolution

Key Responsibilities

1. Provide Advanced Technical Support By Analyzing And Troubleshooting Complex Incidents Using Monitoring Tools And Event Management Systems, Ensuring Timely Resolution And Adherence To Slas.
2. Conduct Root Cause Analysis For Escalated Incidents, Implementing Effective Solutions To Resolve Technical And Security Issues In Collaboration With Cross-Functional Teams.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Performance.
4. Monitor System Performance And Security Alerts Through Integrated Command Center Tools, Ensuring Proactive Incident Management And Seamless Operations.
5. Drive Positive Customer Experiences By Achieving First Call Resolution And Actively Managing Ticket Resolutions To Minimize Reopens And Enhance Overall Csat Scores.

Skill Requirements

1. Advanced Proficiency In Monitoring And Event Management Tools.
2. Strong Understanding Of It Support Processes And Incident Management Frameworks.
3. Familiarity With Security Best Practices And Technical Troubleshooting Methodologies.
4. Excellent Analytical And Problem-Solving Skills, With The Ability To Work Under Pressure.
5. Effective Communication And Collaboration Skills To Liaise With Multiple Support Teams.

Other Requirements

Monitoring experience with SL1 skillset, SeniorAdministrator - Monitoring Tools, Event Monitoring, Monitoring experience with SL1 skillset.