Assistant Manager Systems Monitoring
The ITS Operations function is responsible for delivering and managing all internal technology infrastructure, encompassing Server, Storage & Backup, Cloud Infrastructure, Email, Teams, File Services, and platforms supporting SQL, SAP, and Enterprise (IT) Security Services. We also provide technology supporting our service lines in client-facing engagements and client IT services.
The Systems Monitoring Team ensures the stability, performance, and availability of Deloitte UK's IT infrastructure. Our mission is to guarantee uninterrupted service and optimal performance for our internal clients, enabling them to deliver exceptional work seamlessly. We proactively monitor systems, applications, networks, and other infrastructure using industry-standard tools and technologies, swiftly identifying, and escalating potential issues before they impact end-users. Our team plays a vital role in maintaining Deloitte's reputation for technological excellence and providing a seamless user experience.
Location: Hyderabad
Work Timings: 1:00 PM to 10:00 PM or 2:00 PM to 11:00 PM IST (8:30 AM to 5:30 PM GMT/BST)
Proactive Monitoring and Maintenance:
- Proactively monitor system availability and performance using SCOM and SolarWinds.
- Perform routine maintenance tasks, including database backups, system updates, and performance tuning for monitoring platforms.
- Manage and administer Deloitte's monitoring platforms (SCOM & SolarWinds) and supporting systems.
Incident and Problem Management:
- Provide Tier 3 support for monitoring services to other teams within ITS Operations.
- Troubleshoot and resolve incidents and service requests related to monitoring tools and systems.
- Participate actively in problem and major incident management processes, driving root cause analysis and preventative measures.
Solution Design and Implementation:
- Collaborate with cross-functional teams to design, implement, and maintain effective monitoring solutions aligned with business requirements.
- Research and recommend industry-leading monitoring tools and technologies to enhance service delivery.
- Deploy and configure new SCOM and SolarWinds components, including agents, management packs, rules, and monitors.
Documentation and Knowledge Sharing:
- Create and maintain comprehensive technical documentation for monitoring solutions, configurations, troubleshooting procedures, and disaster recovery plans.
- Conduct regular disaster recovery tests and ensure documentation remains up-to-date.
- Cross-train team members and facilitate knowledge sharing to ensure adequate support coverage and expertise.
Vendor Management and Continuous Improvement:
- Work with vendors to ensure platforms are maintained within supported versions and receive timely updates.
- Track process improvements and contribute to continual service improvement initiatives.
- Identify industry trends in systems monitoring, proposing and implementing innovative solutions to enhance service design and support.
Essential Skills and Experience
- Proven experience in a similar role within a large enterprise environment.
- Subject matter expertise in SCOM and SolarWinds (see Appendix 1 and 2).
- Strong understanding of SQL queries, PowerShell scripting, and their application to systems monitoring.
- Comprehensive knowledge of Microsoft Server and Client Operating Systems and supporting technologies.
- Good understanding of networking technologies, including firewalls.
- Solid understanding of ITIL Service Operations frameworks (Event, Incident, Change, and Problem Management).
- Experience with vendor management.
- Excellent written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
Qualifications
Bachelor of Engineering/ Bachelor of Technology
6-8 years experience in a similar role and enterprise organisation.
Tools and Technologies
- SCOM
- SolarWinds
- Azure Monitor
ServiceNow
- Windows Server OS
- SQL Server Components
- Azure and AWS Cloud services
- AD, GPO, DNS and RDS
- PKI and certificate management
- PowerShell
Required Certifications
- ITIL v3 or v4 Foundation
- AZ-900 Azure Fundamentals
Desirable Certifications
Microsoft - Azure Administrator (AZ-104)