Key Responsibilities:

• Infrastructure & Network Monitoring: Utilize tools like SolarWinds (preferred), Splunk, and LogicMonitor to monitor system performance, file transfers, and network health.
• Incident Management & Response: Perform Tier 2 triage, identify root causes, escalate issues appropriately, and coordinate with the Systems Team for resolution.
• System & Application Monitoring: Work with in-house applications (Excel-based tool on a jump server), Google Meet (always active on the server), and Command Center Monitors (CCM) for customer experience.
• Issue Identification & Resolution: Execute test transactions, determine alert routing, and apply runbooks to troubleshoot issues.
• Service Desk Support: Assist with ServiceDesk tasks, incident ticket management, and change control processes. Transitioning to ServiceNow in 18 months.
• System Administration: Log into servers, access applications, and perform tasks like recycling application pools when needed.
• Documentation & Runbooks: Maintain and update operational procedures on G-NOC Webspace to support ongoing operations.

Preferred Skills & Experience:

• Experience with SolarWinds for monitoring (nice to have).
• Knowledge of Splunk (for reporting/errors) and LogicMonitor is beneficial.
• Strong background in IT infrastructure & network monitoring with transferable knowledge.
• Familiarity with ITIL & ITSM best practices.
• Experience with incident ticketing systems (ServiceNow experience is a plus).
• Understanding of change control processes.
• Linux knowledge is also a plus.