Splunk Support

Responsibilities

Monitoring critical applications using application monitoring tools ServiceNow, SolarWinds, AppDynamics, Dynatrace, Splunk, Splunk ITSI and others
Identification of alert threshold violations, proactive event identification, and execution of SOP-driven reporting, response, and resolution actions
Experience in the study of applications and the consumption of system resources and be able to detect application problems such as threshold violations
Monitors enterprise-wide application performance and reports on application behavior analytics.
Conduct smart triage by identifying, diagnosing and providing pro-active resolution of application performance problems
Monitors high value Business-centric transactions and manages response actions
Identifies the functional domain in which problems reside (Server Utilization, network Saturation, Application Tuning)
Detects change of state conditions that have significance for management of Configuration Items (CIs) and IT services
Ensures all events are communicated IAW SOP and/or takes further corrective action with the application owner
Participates in all Major Incident Management and Root Cause Analysis calls and provides expert troubleshooting support as needed
Escalate as per criticality matrix definitions

Qualifications

Must be able to troubleshoot problems and issues identified by customers and implement corrective actions quickly
Provide problem identification, diagnosis and resolution of system issues
Exceptional written and verbal communications skills
Must have Operational experience with Service Now, Solar Winds, Splunk, AppDynamics, and Aternity IT monitoring toolsets
Experienced monitoring application performance in a command center
Operational experience performing as a member of an operations/command center tasked with the monitoring of applications across an entire IT enterprise
Experience working shiftwork
Experience participating in Major Incident Management and Root Cause Analysis

Education:

Bachelor’s degree in operations research, mathematics, computer science, cost accounting or related scientific or technical discipline and 5+ years’ work experience
Eight (8) years of additional relevant experience may be substituted for education (13 years total)