Senior Monitoring and Service Management Systems Engineer

Responsibilities & Qualifications

RESPONSIBILITIES

• Ensure effective discovery, monitoring, and management of enterprise IT infrastructure (servers, cloud, networks, applications, and storage) using OpenText OBM, SiteScope, and integrated third-party tools.

• Assess, fine-tune, and optimize monitoring configurations to deliver accurate, actionable alerts and proactive detection of performance and availability issues.

• Deploy, manage, and enhance Management Packs, monitoring policies, automation, and third-party connectors to support business application and service monitoring.

• Perform enterprise event consolidation, correlation, filtering, and topology-based health analysis to reduce noise and accelerate incident triage and escalation.

• Integrate monitoring data from third-party platforms (e.g., SCOM and other tools) into the unified OBM event console.

• Create, configure, and maintain intuitive dashboards and visualizations that provide real-time and historical insights into system health, performance, and service status.

• Conduct root cause analysis and implement preventive measures to improve service reliability and operational efficiency.

• Support ITIL processes by collecting and aggregating monitoring data for configuration, incident, problem, capacity, availability, and demand management, including contributing to CMDB accuracy.

• Resolve assigned monitoring tasks and change requests, acting as an escalation point and providing correlation support during outage bridges and service restoration efforts.

• Define and standardize monitoring policies, procedures, and onboarding/offboarding processes, while researching and implementing continuous improvements to monitoring capabilities.

 

REQUIRED QUALIFICATIONS

• Must have extensive knowledge of multi-vendor server operating systems.

• Minimum of 10 years of experience providing Service Management System administration services.

• Experience managing SMS development activities and proficiency in applying SDLC and DevOps principles.
• Knowledge in the current DOT Service Management System (SMS), currently Remedy.

• Minimum 2 years of experience managing OpenText suite of tools including AI Operations Management, Operations Bridge, SiteScope, and Optic

• Direct experience and expertise with Management Protocols including SNMP, and WMI

• Scripting Experience: PowerShell, VBScript, and/or other scripting experience

• Experience managing monitoring systems with >250 Host and/or >3000 sensors

• Experience operating other monitoring solutions including Zenoss, PRTG, Zabbix, and/or Nagios

• Extensive experience with monitoring server, storage, database management, networking, and applications, with a strong emphasis on maximizing the value and effectiveness of monitoring solutions

• Proven track record of engineering monitoring solutions, providing strategic direction, and fostering a collaborative and innovative work environment.

   

   

PREFERRED QUALIFICATIONS

• Experience supporting a 24x7 operations environment

• Experience leading troubleshooting coordination/ acting as a Tech Lead during service outages requiring collaboration across multiple teams and infrastructure components

• Systems administrator experience managing Windows and/or Linux operating systems

• Expert level experience with scripting and automation

• Experience integrating monitoring tools to operate through ServiceNow

• Experience automating alerts to generate Service Tickets

• Strong understanding of ITIL and ITSM including monitoring, demand management, availability management, and capacity management

• Experience analyzing monitoring and associated reports to drive business decisions for capacity and availability experience

• Experience creating senior level brief work products including functional and data driven dashboards from captured performance data and availability metrics.

• Experience with visualization and computational tools

• ITIL certification(s) including Foundations and above strongly preferred

Overview

We are seeking a Senior Monitoring and Service Management Systems Engineer to join our team supporting the Department of Transportation.

 

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies t