Responsible for functioning as the Technical SME on an enterprise-wide systems.
Responsible for implementations of products/services that involve significant Commonwealth oversight.
Interpret, process, and report data to create meaningful business and operational dashboards.
Maintain (patch, troubleshoot) existing and future monitoring tools including System Center Operations Manager, SolarWinds,SightLine, and SquaredUp.
Identifies improvements to existing processes and tools to achieve high quality services/products.
Create Azure Monitor resources and Log Analytics queries.
Create, document, and maintain on-prem and cloud automations.
Create, document, and maintain SOAP/REST/JSON/API calls using PowerShell or other compatible languages.
Maintain and troubleshoot monitoring tool connectivity to endpoints.
Creates documentation for new processes
Updates documentation for existing process
Documents incidents and problems impacting monitoring services.
Collaborate with the enterprise change manager to ensure processes are standardized and documented workflows are followed.
Collaborate with the Enterprise Incident Manager to ensure that standardized SOPs and processes are consistently applied across incident and problem management.
Monitor incident and problem resolution processes to ensure timely and effective service restoration and root cause analysis.
Ensure all processes and workflows are documented in an accessible, organized, and secure manner for future reference.
Establish and maintain Standard Operating Procedures (SOPs)for all relevant operational processes.
Emphasize the transition from informal, person-dependent workflows to formal, role-driven processes.
Develop and document a process documentation workflow that ensures all operational procedures are captured and updated regularly.
Enable self-management of distribution lists via subscription options to streamline communication across the organization.
Ensure collaboration between different departments to harmonize efforts in incident, problem, and change communication.
Complies with and develops recommendations for executive public and enterprise policy objectives as it relates to the delivery of Commonwealth IT services.
Utilizes the Service Now Change management tool to input request for changes.
Directs the development of policies and procedures consistent with Commonwealth standards and direction.
Participates in Enterprise change management meetings for enterprise level service configuration and access changes for all supported locations is not impacted.
Provides on-going data submissions regarding network availability, problem resolution and infrastructure enhancements for use in compilation of the monthly/quarterly customer Service Level Agreement (SLA) reports.