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Leads ServiceNow ITOM initiatives involving Discovery, Service Mapping, and Event Management. Monitors infrastructure, troubleshoots complex network and hosting issues, manages incidents, performs protocol analysis, configures infrastructure, supports migrations and implementations, develops automation scripts, and maintains documentation, backup, and disaster recovery plans. Requires extensive collaboration with vendors, service providers, and internal technical teams.
Job Purpose and Impact
Key Accountabilities
Qualifications
- The Senior Professional, Operations job maintains the smooth operation of the organization's infrastructure by performing complex tasks, including monitoring systems, troubleshooting issues, and implementing security measures. With minimal supervision, this job resolves network issues, handles incidents, and conducts protocol analysis to ensure proper communication between network devices. This job collaborates with vendors and internal teams to document complex network and infrastructure issues and implement security measures to protect the network infrastructure.
Key Accountabilities
- MONITORING INFRASTRUCTURE PERFORMANCE: Leads network performance monitoring to maintain smooth and efficient operations, applying tools to track network traffic, identify issues, and ensure optimal performance.
- TROUBLESHOOTING & RESOLVING ISSUES: Diagnoses and resolves complex network and hosting problems affecting routers, switches, servers, and communication circuits, including performing root cause analysis and implementing solutions to prevent future occurrences.
- INCIDENT MANAGEMENT: Leads monitoring and responding to network and hosting incidents, outages, and performance alerts, including categorizing issues, and facilitating with technical teams for timely resolution.
- PROTOCOL ANALYSIS: Performs complex protocol analysis to troubleshoot network issues and sustain proper communication between network devices.
- CONFIGURATION & DEPLOYMENT: Configures and deploys new hardware and software while ensuring compatibility with existing systems, including setting up servers, network devices, and other infrastructure components.
- COLLABORATION & COMMUNICATION: Partners with vendors, third party service providers, and internal teams to resolve complex network issues and improve network performance, providing effective and efficient communication, coordination and timely updates.
- DOCUMENTATION & REPORTING: Validates the documentation of network issues, resolutions, and performance trends, reviews and provides reports to stakeholders to inform decision making and improve network operations.
- BACKUP & DISASTER RECOVERY: Develops and maintains backup and disaster recovery plans to ensure data integrity and availability in case of system failures or data loss.
- PROJECT MANAGEMENT: Leads information technology projects, such as system upgrades, migrations, and new implementations, delivering projects on time and within budget.
- AUTOMATION & SCRIPTING: Develops automation scripts and tools to streamline infrastructure management tasks and improve operational efficiency.
Qualifications
- Minimum requirement of 8 years of relevant work experience in ITOM, Service Mapping, Discovery , Event Management
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