Job Summary
Role Overview The Monitoring, Analytics & Remediation (MAR) Engineer is responsible for proactively monitoring IT infrastructure, workplace services, endpoints, applications, and operational environments to identify anomalies, analyse trends, automate remediation actions, and improve service performance. The role focuses on delivering enhanced user experience, reducing service disruptions, increasing operational efficiency, and driving data-driven decision-making through advanced monitoring and analytics platforms. Key Responsibilities Monitoring & Observability Monitor infrastructure, applications, endpoints, network services, and business-critical systems. Configure and maintain monitoring dashboards, alerts, thresholds, and performance baselines. Identify service degradations and potential incidents before they impact business operations. Perform root cause identification through proactive monitoring and correlation of events. Analytics & Reporting Analyse operational data, alerts, incidents, tickets, and endpoint health metrics. Develop trend analysis, capacity reports, service health dashboards, and predictive insights. Generate executive-level reports highlighting service performance, recurring issues, and improvement opportunities. Leverage AI/ML driven analytics to identify patterns and anomalies. Automated Remediation Design and implement automated remediation workflows for common incidents and endpoint issues. Develop scripts and automation runbooks to reduce manual support efforts. Drive self-healing capabilities across infrastructure and digital workplace environments. Collaborate with engineering teams to continuously improve automation effectiveness. Incident & Problem Management Support Act as the operational bridge between Monitoring, Service Desk, Infrastructure, and Application teams. Support major incident investigations by providing monitoring insights and analytics. Identify recurring service issues and contribute to Problem Management initiatives. Recommend preventive actions based on operational data. Continuous Service Improvement Improve monitoring coverage and alert accuracy. Reduce false positives and optimise event management processes. Identify opportunities for operational excellence and service automation. Contribute to Experience Management (XMO) and User Experience improvement initiatives.
Key Responsibilities
Required Technical Skills Monitoring & Observability Tools Grafana Datadog Dynatrace Splunk Azure Monitor AppDynamics Elastic Stack (ELK) Prometheus SolarWinds LogicMonitor Endpoint Management & Digital Workplace Microsoft Intune BigFix SCCM/MECM JAMF Nexthink Lakeside SysTrack Analytics & Reporting Power BI Tableau Excel Advanced Analytics SQL Azure Data Explorer Kusto Query Language (KQL) Automation & Scripting PowerShell Python Bash Scripting ServiceNow Workflows Power Automate Azure Automation ITSM Platforms ServiceNow BMC Helix Jira Service Management Preferred Skills Experience with AI-driven Operations (AIOps). Understanding of ITIL processes. Knowledge of Event Management and Correlation Engines. Exposure to Cloud Monitoring (Azure, AWS, GCP). Experience with Digital Employee Experience (DEX) platforms. Strong analytical and problem-solving capabilities. Educational Qualifications Bachelor\'s Degree in Computer Science, Information Technology, Engineering, or related field. ITIL Foundation Certification preferred. Relevant vendor certifications in Monitoring, Cloud, Automation, or Analytics are an advantage. Key Competencies Proactive Monitoring Data Analytics Automation & Self-Healing Problem Solving Incident Analysis Stakeholder Management Continuous Improvement Business Reporting Service Reliability Engineering Operational Excellence Business Outcomes Expected Reduced Mean Time to Detect (MTTD). Reduced Mean Time to Resolve (MTTR). Increased Service Availability. Improved Digital Employee Experience (DEX). Reduction in Repeat Incidents. Increased Automation and Self-Healing Coverage. Enhanced Operational Visibility and Predictive Insights. Improved Customer Satisfaction and Service Reliability.