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Enterprise Systems Management (ESM) Engineer Problem and Change Management
Works as a member of the team responsible for the management and
maintenance of the enterprise monitoring tools and processes for a large
scale, high-availability, 24x7 production environment. Works closely with
Network Operations Center (NOC), operational support, and development teams
to design, implement, and maintain active monitoring and performance
metrics collection. Provides subject-matter expertise in Remedy ARS and
the Problem, Change Management and Asset Management processes.
RESPONSIBILITIES:
Install, configure, manage, and maintain Enterprise Systems
Management tools including Remedy ARS, Micromuse Netcool, and HP OpenView
Network Node Manager.
Manage, and maintain Remedy ARS system used for Problem Management,
Change Management, and Asset Management.
Design, document, and build improvements for the Remedy ARS
systems, based on existing list of requirements and additional discussions
with support teams.
Design and implement a redundant, multiple site Remedy ARS system
for support of remote site personnel including both domestic and
international locations.
Provide input to an International Operations Disaster Recovery plan
to include all Problem and Change Management requirements.
Develop and implement reporting mechanisms and metrics for Problem
and Change Management processes using Remedy and other reporting tools.
Work with infrastructure support teams (systems engineering,
network engineering, DBAs, application support) and application
development teams to identify and document monitoring and measurement
requirements.
Work with support and development teams to design and implement
monitoring and measurement solutions.
Work with NOC to identify and document monitoring requirements and
processes.
Design and implement solutions to support NOC requirements.
Define and document monitoring and performance management standards.
Provide training on tools and processes to NOC and support
organizations as needed.
Collect and analyze monitoring and performance metrics. Create and
generate reports from monitoring and metric data for use in managing and
improving operations.
Analyzes information to determine, recommend, and plan new
monitoring initiatives or improvements to the existing ESM infrastructure.
Develop, test and document operations procedures including;
installation, maintenance; restart / recovery, monitoring and
troubleshooting. Perform ongoing revision and testing of established
procedures.
Investigate, analyze and resolve technical issues and actively
pursue mechanisms for preventing, or automating the response to,
reoccurrences.
Establish and follow a structured methodology for implementing
system changes, configuration modifications, active monitoring, and
collection of performance metrics.
Communicate standards, methodologies, and processes to NOC,
development teams, and operational support teams.
QUALIFICATIONS:
Bachelor's degree in related field or related equivalent experience.
3 or more years experience with Remedy ARS (Problem, Change, and
Asset Management)
ITSM 6 or ITSM v 7
Remedy Midtier v 7
AR System v 7
3+ years UNIX operations/administration experience ideally in a Sun
Solaris and/or Linux environment.
Experience with multiple core technologies, including: Oracle
RDBMS, IP networking, and Internet technologies.
Experience with high-end monitoring tools, automation of tasks, and
root cause problem resolution required.
Significant shell/Perl script development experience required.
2 or more years experience with one or more of the following ESM
tools:
o Micromuse Netcool (Omnibus, Impact, SSM)
o HP OpenView Network Node Manager
Experience with the following tools a plus:
o CiscoWorks
o Foundry IronView
o Oracle Enterprise Manager (OEM)
o Concord eHealth & systemEDGE
o Mercury Topaz (MMS) & SiteScope
Must have excellent written, verbal and presentation skills.
Excellent analytical and troubleshooting skills, flexibility,
ability to plan and organize, responsiveness, creativity.
Must have strong business process analysis skills. Significant
experience developing methods and procedures. Strong documentation skills.
Must have strong solution design and implementation skills.
Previous experience in a high availability, 24X7 environment.
Strong desire to learn and work with multiple applications, tools
and technologies.
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