Application Support & Maintenance - IBM Tivoli
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Job description
Job Description:
Role: LogicMonitor Support Engineer / Monitoring Platform Engineer
Support Level: L2/L3
Grade: 8-10
Experience: Typically 5–10 years
Key Responsibilities
- Provide L2/L3 production support and administration for the LogicMonitor monitoring platform.
- Monitor and maintain LogicMonitor Collectors, resources, DataSources, alerts, dashboards, and integrations.
- Perform onboarding and configuration of servers, network devices, applications, databases, and cloud resources into LogicMonitor.
- Configure and troubleshoot LogicMonitor Collectors, including collector connectivity, performance, upgrades, and failover.
- Create, configure, and maintain DataSources, PropertySources, EventSources, ConfigSources, and monitoring templates.
- Configure and tune alert thresholds, escalation chains, notification rules, and alert routing.
- Troubleshoot missing monitoring data, false alerts, collector failures, connectivity issues, and device discovery problems.
- Perform monitoring and troubleshooting using protocols and technologies such as SNMP, WMI, SSH, REST APIs, JDBC, HTTP/HTTPS, and Syslog.
- Support monitoring across Windows, Linux/Unix, network, database, middleware, and cloud environments.
- Build and maintain LogicMonitor dashboards and reports for infrastructure health, availability, capacity, and performance.
- Investigate production incidents and perform root cause analysis (RCA) for recurring monitoring or platform issues.
- Integrate LogicMonitor with ITSM and notification platforms such as ServiceNow, Microsoft Teams, email, PagerDuty, or similar tools.
- Support ServiceNow incident creation and alert-to-ticket integration, including troubleshooting duplicate or missing incidents.
- Perform monitoring configuration changes through established change management processes.
- Support LogicMonitor platform upgrades, Collector upgrades, maintenance activities, and monitoring improvements.
- Develop or modify monitoring logic using Groovy, PowerShell, Python, REST APIs, or other scripting technologies as required.
- Perform alert optimization and noise reduction by reviewing thresholds, duplicate alerts, dependencies, and monitoring configurations.
- Work with application, infrastructure, network, database, cloud, and vendor teams to troubleshoot complex monitoring issues.
- Maintain SOPs, runbooks, knowledge articles, monitoring standards, and troubleshooting documentation.
- Participate in incident, problem, change, and service-request management using ITSM tools.
- Provide production support during critical incidents and participate in on-call support when required.
Required Technical Skills
- Strong hands-on experience with LogicMonitor administration and support.
- Good understanding of:
- LogicMonitor Collectors
- Resources and Resource Groups
- DataSources
- PropertySources
- EventSources
- ConfigSources
- Alert thresholds
- Escalation chains
- Dashboards and reports
- Device/resource discovery
- Good administration/troubleshooting knowledge of Linux/Unix and Windows Server.
- Understanding of network devices, firewalls, load balancers, storage, databases, and middleware monitoring.
- Experience troubleshooting CPU, memory, disk, filesystem, network, process, service, and application availability issues.
- Knowledge of at least one cloud platform such as AWS, Microsoft Azure, or Google Cloud Platform.
- Experience with scripting using Groovy, PowerShell, Python, Bash/Shell, or similar technologies.
- Understanding of ServiceNow incident/change/problem management processes.
- Experience with monitoring integrations using REST APIs, webhooks, email, and ITSM tools.
Preferred Skills
- Experience developing or customizing LogicModules.
- Experience with dynamic resource discovery and automated monitoring onboarding.
- Knowledge of APM, observability, infrastructure monitoring, and event management concepts.
- Experience with enterprise monitoring tools such as Splunk, Dynatrace, SolarWinds, Datadog, AppDynamics, Nagios, IBM Tivoli, or similar platforms.
- Understanding of high availability, disaster recovery, capacity management, and monitoring architecture.
- Experience with automation and monitoring-as-code concepts.
- Knowledge of ITIL processes and enterprise production support practices.
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