Key Responsibilities:
System Monitoring & Issue Resolution:
- Proactively monitor system availability, capacity, and performance; investigate, analyze, and resolve issues.
- Escalate and document issues to ensure timely resolution and maintain acceptable service levels.
Performance Monitoring & Reporting:
- Set up and configure Dynatrace dashboards to monitor application behaviour, user experience metrics, and system performance.
- Create custom alerts to detect performance degradation and resolve issues before they impact end users.
- Generate reports using SQL and other database tools, including scheduled and ad-hoc reporting.
Collaboration & Communication:
- Collaborate with technical and non-technical teams, including agency experts, vendors, project managers, and architects.
- Provide regular updates, document resolutions, and maintain status in ticketing systems (e.g., ServiceNow).
Operations Management:
- Support daily operations and oversee production system maintenance in coordination with vendors.
- Participate in patch management processes and maintain software inventory.
- Manage user access requests for databases, monitoring tools, and other systems.
- Handle the digital certificate update process in close cooperation with vendors.
Process Optimization:
- Develop and implement best practices to improve operations efficiency and enhance service quality.
- Monitor, track, and complete project tasks to meet stakeholder requirements.
Documentation & Presentations:
- Create and present high-quality documentation and presentations using advanced features of PowerPoint, Excel, and other tools.
Preferred Qualifications
- Demonstrated ability to monitor, diagnose, and resolve complex IT issues using performance tools like Dynatrace.
- Familiarity with synthetic monitoring, log analytics, and application performance monitoring (APM) best practices.
- Basic scripting skills (e.g., Linux shell, Python) for task automation.
- Strong understanding of database concepts and experience creating reports using SQL, Toad, or SQL Developer.
- Experience with ticketing systems like ServiceNow, collaboration tools like JIRA and SharePoint, and diagramming tools like Visio.
- Excellent communication skills with technical and non-technical stakeholders.
Minimum Requirements
- Education: Bachelor’s degree in Information Systems, Computer Science, or a related field.
- Experience: 5–8 years of experience in operations or systems engineering roles, with a focus on performance monitoring and troubleshooting.
- Proven ability to work in production environments with mission-critical systems, preferably in government or regulated settings.
- Proficiency with MS Office applications (Word, Excel, PowerPoint, Outlook, Project, and Visio).
- Extensive hands-on experience with Dynatrace monitoring and analysis tools.
