Service Management Tools Engineer II

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit http://www.cbts.com. Job Purpose This position is responsible for executing the Service Management Tools strategy at a technical level. This role reports directly to the Manager of Service Management Tools and is responsible for executing procedures for break/fix repair, change requests, and scheduled maintenance activities. Responsibilities include some development, implementation, and maintenance of strategic monitoring and service management/ticketing tools for CBTS. Key customers for this position include CBTS Managed Services, strategic individual customer programs, and strategic company initiatives. Essential Functions Executes the technical direction and focus for service management tools implementation, operation, and maintenance; has an understanding of the vision and translates that into the appropriate technical executionManages systems and/or tools applications while supporting development roadmaps and project tasksActively works with business unit management and decision-makers to execute towards the project backlog, collaborating on establishing business-driven priorities for fixes and enhancementsAccountable for all system and applications best practices and methodologies including scope and expectations management, requirements management, iterative release management, and testing, quality, and code controlAccountable for execution of effective systems management and underlying infrastructure of service management platforms; directs efforts to ensure CBTS systems maintain high reliability, acceptable performance, and adequate capacityProvides valuable insight and promotes a positive team atmosphereInteracts with key vendors and partners as needed to improve the breadth and depth of the service management tools functionality and relevance; additionally, collaborates with providers when appropriate for joint development effortsMay participate in a pre-sales capacity for strategic customer opportunitiesProvide systems and applications support metrics and respond proactively to trends and performance needsBuilds and maintains strong working relationships with all levels of CBTS and customer personnelMaintains an understanding of CBTS Managed Services Tools & ITSM service offerings and technical capabilitiesProvides input into development of monitoring and service management processes by which CBTS will manage and grow its ability to serve customersMakes disciplined use of tracking and reporting vehicles to capture project activities and progress and provides details to clients and CBTS management as needed   Education Four years of College resulting in a Bachelor's Degree or equivalentContinuing applied technical education in multiple disciplinesNetwork experience – OSI model and Cisco/Juniper/Aruba/Palo Alto a plusNetApp/Hitachi Storage systems experience a plusLinux/UNIX/AIX/Solaris operating systems experienceWindows Server operating systems experienceProject experience - both operational and technical project implementation   Experience/Background 2 to 5 years of experienceExposure to monitoring platforms like LogicMonitor, ScienceLogic SL1, Solarwinds, CA, Nagios, etc.Exposure to ITIL-based service management/ticketing systems – ServiceNow, Zendesk, Freshworks, ManageEngine, etc.ITIL framework familiaritySystems or applications implementation experience Expecting Skills Strong familiarity with administering LogicMonitor (the tool this role will most interact with)Familiarity with administering ScienceLogic SL1Adjusting alert thresholdsResearch problemsProduce customer reports and data feedsTroubleshoot monitoring connectivityNetwork or server administration experience strongly preferredWorking base of knowledge for offering monitoring of various technologies Good familiarity with monitoring protocols: WMI, SNMP, Remote PowershellFamiliar with working in an ITIL-based task queueAbility to collaborate with team members, other technical groups, vendor tech supportClear communicator with external customers via email, tickets, phone   Supervisory Responsibilities Work closely with individual programmers, systems analysts, and systems administratorsAssistance in joint development efforts Locations: Chennai, India