Technical Specialist - IT Tools

SUMMARY:
Responsible for providing guidance by means of analysis, engineering, troubleshooting and reporting

POSITION INFO:

Technical Specialist (IT Tools - Monitoring)

Purpose of the Job      

Responsible for providing guidance by means of analysis, engineering, troubleshooting and reporting of all current and future application and infrastructure monitoring technology standards.

This includes but not limited to Infrastructure, Network, Application, Business Activity and Capacity Monitoring. Furthermore, the responsibility of the SME is to ensure the facts and details are correct so that the project’s/program''s deliverables will meet the needs of the stakeholders and is aligned to legislation, policies, standards and best practices.

Job Objectives

1. Overall Support and take accountability for the set of projects, enabling it to effectively deliver through active sponsorship, leadership and business involvement in specific initiatives to ensure they meet time, cost and quality requirements.  Supports projects through delivery, using appropriate methodologies. Ensures delivery within sanctioned parameters and responsible for delivering objectives in area of expertise.  Facilitates and coordinates the coherent activities needed to design, develop and release IT monitoring services or service changes.  Manages the criteria and evaluation of inputs to aid both business and IT stakeholders to agree on requirements of new or changed IT monitoring services.  Facilitate and provide guidance breaking down requirements across IT and business stakeholders.  Ensures effective communication to all internal and external stakeholders on programmes and projects.  Plans how new or changed IT monitoring services are transitioned into operations, co-ordinating with other functions to ensure organisational readiness for change. Technical planning for “go-live”.   

2. Accurately represent the business units’ needs to the project/program team  

3. Resolve issues relevant to project/program deliverables within their area of expertise  

4. Vendor Management  

5. IT Enterprise Monitoring (Business Activity Monitoring; Capacity Monitoring; Application Performance Monitoring)

Qualifications  

Essential: 

Grade 12 

 Industry Certification: Degree in Information Technology / Systems or another related field  Desirable: 

Industry Certification: CCNA or related  Industry Certification: Linux Server Administration  Industry Certification: Windows Server Administration  Industry Certification: Cloud Practitioner (AWS; Azure) or related 

Industry Certification: Splunk, AppDynamics, Solarwinds, Datadog, SAP, Dynatrace, Oracle or related

Experience      

Essential: 

3-5 years Experience supporting large user enterprise environments  Systems Administration  

Highly Desirable:

• 3-5 years Demonstrated expertise in a variety of enterprise monitoring disciplines.
• Demonstrated expertise in a variety of enterprise monitoring toolsets  
• Experience implementing large scale infrastructure monitoring solutions.  
• Proven history of incident response, diagnostic activities, Root Cause Analysis (RCA), Corrective Action Plans, and advanced troubleshooting  
• Experience in a cloud based environment  
• Demonstrated expertise in a variety of enterprise monitoring methodologies and practices from Agile, Waterfall  
• Experience in documenting environment and processes

Knowledge 

• Excellent enterprise monitoring product knowledge  
• Good understanding of SNMP traps & events, Netflow, Event Correlation or related  
• Understanding of the Information Technology Infrastructure Library (ITIL) principles  
• Good Understanding & a working knowledge of Networking Technologies  
• Good Understanding & a working knowledge of Systems Administration (Windows & Linux servers)  

Skills

• Proficiency in configuring & administering various enterprise monitoring toolsets  
• Scripting experience: PowerShell, Bash,Perl within and outside of the Enterprise Management Systems  
• Ability to ascertain information about current organisational processes and how to go about organising and improving IT Service Management practices based on the feedback.  
• Knowledge of standard security guidelines.

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