Cloud Monitoring Specialist (Tier 1)

As a Cloud Monitoring Specialist (Tier 1) in our Network Operation Center (NOC), you will be responsible for ensuring all client systems are appropriately monitored, identifying and remediating client issues during health checks, and interfacing with clients on Logicworks' monitoring processes.
Essential Duties And Responsibilities

• Manage and maintain remote monitoring and management systems
• Onboard and offboard clients and agents
• Troubleshoot and resolve issues with remote agents
• Perform and remediate issues identified from routine client health checks
• Develop and implement automation scripts
• Provide thorough and excellent technical support to clients as needed
• Track, account for, and enter time daily
• Use their expertise in performance monitoring tool alerts, dashboards, and data trend analysis in a monitoring tool.
• Employ customer service expertise to help manage tasks and organize large amounts of data to use for instrumentation into an enterprise monitoring solution.
• Provide technical solutions to a wide range of difficult problems. Create, develop and tweak documentation.
• Work closely with the monitoring operations teams, production support, performance test teams, operations, application owners and application owners to deliver best-in-class monitoring.
• Responsible for reducing Mean Time to Resolve (MTTR) incidents
• Support day to day administration, maintenance, and management of monitoring tools
• Ensures monitoring products and integrations are functioning correctly and works with owners to modify as required.
• Monitor the responsiveness and availability of critical systems for our customers and internal systems
• Act promptly to events and alerts to resolve potential issues and operational risks.
• Check dashboards and coordinate the resolution of incidents.
• Continuously analyze platform behavior and give recommendations for improvements based on facts to support all aspects of the day-to-day operations.
• Participate in continuous improvement initiatives to enhance client service, efficiency and reliability
• Follow procedures to detect issues and troubleshoot accordingly.
• Analyze logs, charts and metrics to find insightful information for incident or problem resolution.
• Implement strategies to improve security and operational
• Contact 2nd and 3rd level support
• Write and maintain up-to-date technical documentation related to the position.
• Participate actively in incident and problem management.

Desired Experience And Skills

• High School Diploma/GED and 3 years of relevant experience or any level degree or certification beyond HS diploma/GED + up to 1 year experience or 5 years of relevant experience without HS diploma/GED
• Experience working with Remote Monitoring and Management tools
• Experience in working with Cloud and hybrid infrastructure is preferred
• Experience with Microsoft Windows patch management
• Experience with automation development
• Experience with PowerShell scripting
• Experience with using service request ticketing systems, preferably JIRA
• Innovative thinker, able to identify problems and develop creative solutions
• Passion and drive for outstanding results
• Technical experience troubleshooting issues in Microsoft and Linux environments
• Strong organizational and time management skills
• Excellent verbal and textual communication skills
• Experience with creating technical documentation
• Experience with gathering and organizing large amounts of data to use for instrumentation in an Enterprise monitoring solution
• Experience with recommending baseline monitoring thresholds and performance monitoring KPIs and SLAs
• Ability to provide monitoring tool infrastructure recommendations

Successful contributors at Logicworks display the following personality traits:

• They're intensely curious while displaying analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness
• They display strong communication and presentation skills, both oral and written and are comfortable with individual and group presentations
• They have cultivated strong interpersonal skills and have experience initiating and building positive relationships
• They are comfortable within a rapidly changing technical environment and are comfortable with ambiguity

What makes this an exciting opportunity?
Working at a high-growth company is exciting on many levels. You'll have wide latitude to grow your technical skills and the company actively encourages learning and pays you to gain industry recognized certifications. You'll find unusually broad opportunities to expand your knowledge and grow your career. New ideas and lateral thinking are the norm and you'll find your team and other cross-functional groups are receptive to them, because everything you do here is visible and matters. We are in an industry (the hyper cloud) that is doing cool stuff and the pace-of-change creates exponential areas of growth opportunity - both personally and professionally.
USD 25.29 - 37.98 per hour
About Cox Communications
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About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
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