Senior Monitoring Specialist (Sitescope)

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The OpenText Corporate Digital Applications department is seeking a highly motivated individual with excellent analytical, problem and customer service skills to operationally support, build, and implement OT-on-OT Digital Products within OpenText global infrastructure and application monitoring.

As a SiteScope system analyst and administrator, your primary role will be to support and configure SiteScope (SiS), within the OpenText ITOM environment.  In addition, you be looking to expand your skills and help support and integrate other monitoring and event management applications such as Application Performance Management (APM), Business Process Management (BPM) and Operations Bridge Manager (OBM). In addition to the operational role, you will be required to support future configurations and project related activities for new tenants, or continued DevOp development. The role requires comprehensive systems administration, operational support, and configuration skills.

Primary responsibilities include, but are not limited to:

Operational Support:

• Provide Level 3 support to ITOM SiS tenant(s) for all incident alerts received from monitoring systems, tickets, and end-users.
• Support the response to Major Incidents to ensure a timely restoration of service.
• Perform diagnostics to remediate detected and reported incidents.
• Support change and release management activities by executing documented procedures.
• Data quality, dashboard, and report configuration in SiS and SMAX.
• Driving governance, standardisation and scalability across the ITOM environment.
• Document and improve procedures, knowledge articles for use by OpenText global IT Operational Teams.

System Configuration, Setup, and Project Delivery:

• Able to take business requirements and provide solutions, documenting designs and communicating directly with business functions, project delivery and BAU activities.
• On / Off-Cloud installation and configuration of all Sitescope requirements:
• Policy Creation:
  • ASCII Log File / SNMP traps
  • Measurement threshold scripting
  • XML / REST Event, topology, and metrics
• Integration:
  • SMAX
  • uCMDB
  • NNMi and NOM
• Reporting:
  • Event dashboards
  • Performance dashboards

• Release Management:
  • Integration and upgrades in-line with all ITOM tooling including SMAX and 3rd party products.
  • Manage, support all future releases covering:
    • Enhancements
    • Bug fixes
    • Known issues
• Administrator: 
  • Supporting all requests either via projects of BAU SMAX requests for all activities that cover:
    • Configuration
    • Knowledge
    • Reporting
    • Runbook automation updates

Desired Qualifications:

• 5+ years of previous IT experience in IT Operating applications and Service Management specifically around ITOM products.  
• Working knowledge in one or more of the following areas:
  • Monitoring and Event Management tooling environment
  • Configuration Management
  • Service Management Design
  • Testing and Transition
• Proven analytical and problem-solving skills and the ability to organise and prioritise several tasks at one time.
• ITIL v4 accredited.
• Working knowledge of IT4IT framework.
• Understanding of Agile methodologies, such as Kanban and the ability to work within an agile framework.
• Good understanding of both on-Cloud and off-Cloud environments.
• Creative problem solving and analysis skills with an ability to identify, develop and implement solutions to gaps to meet the needs of the business.
• Ability to comprehend and follow documented guidelines and procedures.
• Excellent verbal and written communication skills are required.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.