Job description
- Role Purpose (1–3 lines): To manage, configure the administration, optimization, and integration of enterprise infrastructure tools that support monitoring, automation, and service management. The role ensures tool reliability, performance, and alignment with business and operational needs across IT infrastructure environments. 2.
Key Responsibilities
- Administer and maintain IT tools such as monitoring platforms, ticketing systems, configuration management tools, and automation frameworks.
- Perform installation, upgrades, patching, and configuration of tools to ensure optimal performance and security.
- Integrate tools with other enterprise systems for seamless workflows and reporting.
- Troubleshoot tool-related issues and provide support for escalations.
- Ensure tools are integrated effectively with ITSM platforms and operational workflows.
- Develop and maintain documentation for tool configurations, processes, and standards.
- Collaborate with IT operations, security, and development teams to align tool usage with organizational needs.
- Drive automation initiatives to reduce manual effort and improve operational efficiency.
- Ensure compliance with licensing, security policies, and audit requirements.
- Key Performance Indicators (KPIs):
- Tool uptime and availability.
- Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) for monitored incidents.
- Accuracy and timeliness of alerts.
- Percentage of automated vs. manual operational tasks.
- Completion of upgrades and patching within scheduled timelines.
- User satisfaction with monitoring and management tools.