Application Support Engineer (Monitoring)

The "Application Support Engineer" works development tasks and operations supports for all event and alarm management and health reporting aspects of the service platforms being monitored by the operations center, including networks, Servers, applications and IT infrastructure in general. The objective of the development and support activities are to assure the generation of availability and health alarms and alarm clearing for the event management tooling running on the remote management service platform and the operations environment of the service delivery organisation; as well as the generation of basic performance and health reports.

He/ She carries out work assigned to him by more senior administrators
Adopt a projectized approach towards execution of activities
Knowledge of and prior experience with IBM Tivoli tooling used for network and server health monitoring.

Notably:
IBM Tivoli Monitoring (ITM) tools; and/or IBM Tivoli Netcool suite tools; and/or Tivoli Network Performance Manager (TNPM).
Knowledge of and prior experience with setting up and customising IBM reporting tools; notably Cognos and WebSphere design background.
Knowledge of and prior experience with database systems and SQL Scripting; Oracle and/or DB2.
Some experience in programming/Scripting (Shell script, Perl, Java)
Some experience in Web design and user interface design
Basic knowledge of the Linux Operating Systems
Basic knowledge of Networking in general perform development tasks under the direct supervision of a more experienced System & Application Engineer
Analyse, diagnose, and resolve incidents on the event management and health reporting tooling and the in-house development with speed and accuracy to maximize computer resource availability thereby improving the quality of the service delivery, operations productivity and satisfaction.
Implement basic changes authorized by a more senior System & Application administrator following his/her work instruction
Write documentation for the development and tooling customisations, as well as basic user documentation and troubleshooting Work Instructions
Continuously improve quality and quantity of the technical documentation
Apply standard procedure to implement a new customer setup respecting the project deadlines and according to budget
Provision the monitoring platform in order to guarantee correct commissioning of the service context within the tools following the change management and provisioning processes.
Assist the Systemlab testing
Requirements analysis; limited presales support
Tivoli SmartCloud solution and reporting portals
Tivoli reporting tools and report customisation
Tivoli tooling in general
Creating and maintaining technical and end-user documentation
Readying documents and tooling packacking for deployment of new engineering solutions into production
Operations support and incident/problem handling
Tivoli tooling in general
Tivoli reporting tools and report customisation in particular
impact analysis and incident/change process followup
Tooling administration
Back-up for the application administration staff.