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.
.. Install, configure, manage, and maintain Enterprise Systems Management
tools including Remedy ARS, Micromuse Netcool, and HP OpenView Network Node
.. Implement, 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.
.. 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, DBA's, 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
.. 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
.. Collect and analyze monitoring and performance metrics. Create and
generate reports from monitoring and metric data for use in managing and
.. 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
.. Communicate standards, methodologies, and processes to NOC, development
teams, and operational support teams.
.. Bachelor's degree in related field or related equivalent experience.
.. 3 or more years experience with Remedy ARS (Problem, Change, and Asset
.. 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 2000
o Foundry IronView
o Oracle Enterprise Manager (OEM)
.. 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
Send resume in a Microsoft Word Doc format to firstname.lastname@example.org