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)