Job Information
CBTS Technology Solutions LLC Service Management Tools Engineer in Manapakkam, Chennai, India
Job Purpose
This position is responsible for executing the Service Management Tools strategy at a technical level. This role reports directly to the Manager of Service Management Tools and is responsible for executing procedures for break/fix repair, change requests, and scheduled maintenance activities. Responsibilities include some development, implementation, and maintenance of strategic monitoring and service management/ticketing tools for CBTS. Key customers for this position include CBTS Managed Services, strategic individual customer programs, and strategic company initiatives.
Essential Functions
Executes the technical direction and focus for service management tools implementation, operation, and maintenance; has an understanding of the vision and translates that into the appropriate technical execution
Manages systems and/or tools applications while supporting development roadmaps and project tasks
Actively works with business unit management and decision-makers to execute towards the project backlog, collaborating on establishing business-driven priorities for fixes and enhancements
Accountable for all system and applications best practices and methodologies including scope and expectations management, requirements management, iterative release management, and testing, quality, and code control
Accountable for execution of effective systems management and underlying infrastructure of service management platforms; directs efforts to ensure CBTS systems maintain high reliability, acceptable performance, and adequate capacity
Provides valuable insight and promotes a positive team atmosphere
Interacts with key vendors and partners as needed to improve the breadth and depth of the service management tools functionality and relevance; additionally, collaborates with providers when appropriate for joint development efforts
May participate in a pre-sales capacity for strategic customer opportunities
Provide systems and applications support metrics and respond proactively to trends and performance needs
Builds and maintains strong working relationships with all levels of CBTS and customer personnel
Maintains an understanding of CBTS Managed Services Tools & ITSM service offerings and technical capabilities
Provides input into development of monitoring and service management processes by which CBTS will manage and grow its ability to serve customers
Makes disciplined use of tracking and reporting vehicles to capture project activities and progress and provides details to clients and CBTS management as needed
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Education
Four years of College resulting in a Bachelor's Degree or equivalent
Continuing applied technical education in multiple disciplines
Network experience â OSI model and Cisco/Juniper/Aruba/Palo Alto a plus
NetApp/Hitachi Storage systems experience a plus
Linux/UNIX/AIX/Solaris operating systems experience
Windows Server operating systems experience
Project experience - both operational and technical project implementation
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Experience/Background
2 to 5 years of experience
Exposure to monitoring platforms like LogicMonitor, ScienceLogic SL1, Solarwinds, CA, Nagios, etc.
Exposure to ITIL-based service management/ticketing systems â ServiceNow, Zendesk, Freshworks, ManageEngine, etc.
ITIL framework familiarity
Systems or applications implementation experience
Expecting Skills
Strong familiarity with administering LogicMonitor (the tool this role will most interact with)
Familiarity with administering ScienceLogic SL1
Adjusting alert thresholds
Research problems
Produce customer reports and data feeds
Troubleshoot monitoring connectivity
Network or server administration experience strongly preferred
Working base of knowledge for offering monitoring of various technologies
Good familiarity with monitoring protocols: WMI, SNMP, Remote Powershell
Familiar with working in an ITIL-based task queue
Ability to collaborate with team members, other technical groups, vendor tech support
Clear communicator with external customers via email, tickets, phone
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Supervisory Responsibilities
Work closely with individual programmers, systems analysts, and systems administrators
Assistance in joint development efforts