Role Overview: Provide RUN support for Server monitoring and Performance Reporting tools from the HP SRA toolset as deployed in dedicated and multi-tenanted environments for various clients. Tools being HP Operations Manager, SiteScope and HP Reporter.
This position is to maintain and support the Enterprise Management tools used to deliver Server monitoring and performance data collection services to UK clients both in dedicated, multi-tenanted and leveraged environments.
The engineer will focus upon the ongoing support of the software. This software consists mainly of tools from the HP SRA toolset (e.g. HP Operations Manager, SiteScope and HP Reporter).
The engineer will be expected to liaise with colleagues in the wider EMEA Tools Support teams as well as the relevant software vendors (e.g. HP Software) to resolve problems. They also have to work with Accounts on implementation projects.
Responsible for the support of server monitoring and performance data collection services.
Will be responsible for upgrading and patching deployed tools to latest supported levels.
Will comply with the established procedures and standards for quality management, incident management, problem management and change control.
Will act as the operational point of contact.
Shall be accurate and consistent in booking all time spent supporting accounts in a timely manner and in accordance with HP deadlines.
Shall provide advice to the accounts on technical issues relating to server monitoring and performance data collection.
Shall provide input to any request to assess the impact of additional non-standard services requested by an account using their experience and client specific knowledge.
Will be responsible for following through the requests put forward from accounts for Move/Add/Change requests.
Will submit and make sure all change management procedures are adhered to.
Will provide reports on progress to management as required.
Will join the call-out rota as determined by the Team Leader.
Will carry out the system administrative tasks as defined by the Team Leader
Will document what monitoring has been deployed on an account and to which devices in accordance with standards outlined by management.
Will be able and willing to work unsocial hours in the evenings and/or at weekends when a particular scheduled change is required. A substantial amount of work on Production environments falls into this category.
Demonstrated ability to provide operational support for complex server monitoring environments.
Detailed Technical Knowledge in the following areas :-
Enterprise Management Tools :- HP Operations Manager, SiteScope, HP Reporter
Operating Systems: - Unix, Linux, Windows Server including 2003, 2008, 2012.
Languages: - Unix / Linux shell scripting, VB, SQL & PERL
Networking: - TCP/IP, Network diagnostics, Internetworking/configuration.
Good interpersonal skills
Ability to communicate with a wide cross section of colleagues both in technical and managerial roles and able to adjust engagement style to suit the circumstances
Strong team player, capable of working as part of a virtual and logical team and independently as circumstances dictate
Dedicated, self-motivated and committed to succeed.
Good customer relations skills.
Good reporting skills.
Ability to establish and maintain third party supplier partnerships.
Good understanding of ITIL processes.
Security Clearance: - DV desired but SC essential. Candidates must be willing to apply for DV if they do not already have this.