Monitoring Manager

Job purpose

We are looking for an experienced monitoring manager focused to deliver service excellence in the following areas:

  • Monitoring systems management
  • Continual proactive process review and improvement
  • ITIL process understanding and experience

The successful candidate will be experienced in the following:

  • The integration, support, maintenance and configuration of monitoring tools, such as Solarwinds and Science Logic
  • Using ticket handling systems, such as ServiceNow, and providing regular, quality updates into the tool
  • Managing continuous service improvement activities
  • Understanding of managed services, connectivity services and network / voice products and services
  • High standard of customer care and experience

Duties & Responsibilities

  • Collaborate with operational support teams, leaders and engineers to understand monitoring operational efficiency
  • Continually improve monitoring process, procedures and change controls, in conjunction with support teams and wider Timico stakeholders
  • Provide advice, guidance and mentorship to the support engineers in order to determine the actions required to resolve alerts utilising appropriate technical knowledge and experience
  • Provide regular and high-quality reporting on key service performance and quality metrics in respect of monitoring management to operational management
  • Ensure that events and incidents generated through the monitoring tools and solutions are handled effectively
  • Develop new procedures and knowledgebase articles to improve services and ensure consistency of delivery. Strong documentation skills are required to ensure that customer-specific documentation is maintained as services evolve
  • Maintain the configuration item relationship map in our CMDB

Person Specification

Essential

  • ITIL Foundation
  • Solarwinds experience
  • Science Logic experience
    • Excellent communication and documentation skills with the ability to define and communicate technical solutions clearly both verbally and in writing.
    • Able to demonstrate analytical & systematic approach to problem solving
    • Excellent problem-solving skills
    • Able to self-manage and achieve deadlines
    • Ability to identify risk, anticipate issues and create solutions to efficiently and effectively resolve problems
    • Ability to understand a broad range of complex information quickly and to make decisions where opinions differ/offer no obvious solution
    • Adaptable & flexible
    • Communicates clearly and confidently internally and externally
    • Able to lead others within a group
    • Manage a project from inception to delivery

Desirable

  • Solarwinds Certified Professional
  • Science Logic Certified Expert
Please attach your C.V. and covering letter with details of any relevant qualities, skills or experience that you feel is relevant to this role. Files must be less than 2 MB. Allowed file types: txt pdf doc docx.
Files must be less than 2 MB. Allowed file types: txt pdf doc docx.
I certify that to the best of my knowledge all statements given in my application are true and accurate. I understand and accept that if it is subsequently discovered that any statement is false or misleading or that I have withheld information, my employment may be terminated without notice.