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Job Description: Job Title: Network Operations Center Event Management PractitionerClearance Required: DoD Secret Clearance Job Description: Responsible for ensuring service monitoring and the Event Management processes, procedures and work instructions are documented. Document event management tool requirements and ensure tools are implemented according to the agreed process and requirement documentation. Key assignments include: • Baseline and become highly familiar with assigned regional computing environments and existing enabling technologies. • Support the development and delivery of workshops for the purposes of process and tooling requirements definition and validation. • Refine existing functional requirements for monitoring and event management tools and participate in the development of an integrated monitoring/event management tooling strategy and architecture. • Work with client stakeholders to determine monitoring thresholds and targets in alignment with service level targets. • Work with client stakeholders and tool experts to develop event filtering and correlation criteria and rules. • Partner with Incident Management teams to design and implement integrations between Event Management and Incident Management processes and tools. Includes detailed rules and procedures for identifying and resolving monitoring-detected Incidents. • Identify required relevant policies; work with project stakeholders to evelop/document policies. • Develop and document relevant procedures (process and tool operation). • Identify training requirements. Provide SME input into the development of training curriculums and materials. May deliver training relevant to established event management best practices. • Identify process and tool testing requirements. Develop test cases and plans Coordinate end-user testing/user acceptance testing. Consolidate and report on testing outcomes. Develop action plans to correct testing anomalies and oversee execution of action plans. • Work with stakeholders to develop enterprise and regional implementation strategies and plans, incorporating strategies for successful organizational change. Work with stakeholders to promote cultural acceptance of holistic, proactive monitoring (e.g. service monitoring) and event management. • Work with stakeholders to define and agree on key performance indicators (KPIs) to evaluate the efficiency and effectiveness of the process. Continually monitor KPI performance, identify opportunities for improvement, create action plans, and oversee execution of action plans. • Represent event management/service monitoring in regular meetings and provide updates to management. • Produce regular and accurate management reports. Experience Requirements: • 10+ years experience working in a mission critical data center or network o perations center, monitoring and security environment • Strong knowledge of the IT Infrastructure Library (ITIL) v. 3 with a high degree of fluency with ITIL v3 Event Management, Service Monitoring, Availability Management, Capacity Management, Service Desk and Incident Management • 3+ years consulting experience • Experience in public speaking to include meeting facilitation and delivery of tra ining workshops • Excellent process work instruction and technical documentation experience - writing samples are required• Real-world hands-on event management and service monitoring process and tool implementation experience • Extensive knowledge of networking, application, system and database monitoring tools • A thorough understanding of network technologies and security • Experience with BMC and HP monitoring/management solutions integrated in a BMC Remedy 7x environment Desired experience: • Experience participating in large, global, multi-tool, multi-platform enterprise monitoring implementation/integration projects • Military or DoD experience • ITIL V3 Foundations • ITIL V3 Service Operations or Operational Support and Analysis certification • Experience with IT process modeling, development, and implementation of changes/improvements • Working knowledge and experience with the following toolsets: HP Operations Manager, HP Site Scope, HP Performance Manager as well as Network Node Manager (NNM) Education Requirements: 1. Bachelors Degree in Computer Science, Engineering or a related technical discipline, or the equivalent combination of education, technical training, or work/military experience. 2. Masters Degree Preferred.
An Equal Opportunity Employer M/F/D/V |
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