TheAlert Monitoring Operator will monitor pro-active and reactive alerts coming from various tools, perform 24 x 7 shift duties on rotation to support monitoring functions in Command Center which runs multi-platform systems on Mainframe, AS/400, UNIX/Linux and Windows.
Monitoring - scrutinizing alerts received from various tools and ensuring that they are properly logged and worked on.
Incident Ticket Management - entering alerts into ticketing tool (Remedy) and updating these tickets as necessary.
Escalation - contacting various support teams as necessary in order to ensure alerts are properly managed.
Automation - look into ways to automate repetitive tasks and work with vendors and internal parties to implement automated solutions
Documentation - create and update documentation related to Operations Monitoring
Audit - ensure that all documentations used by the team including processes, SOP's and work instructions are complete, accurate and up to date.
Reporting and Communications - create and distribute reports and communications related to Operations Monitoring.
Job Requirements:
Degree or Diploma in IT, Computer Science or related fields with at least 2 years of working experience in Computer Monitoring ideally in a financial institution
Able to communicate with all levels of the organization from senior management, junior staff and technical personnel.
Able to work in a 24x7 shift roster
Knowledgeable in using Microsoft Excel formulas, pivot tables and macros for creating and automating reports
Experience in various hardware platforms (e.g. Mainframe, AS400, Unix, Windows, Linux)
Good communication, presentation and interpersonal skills
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