MONITORING TEAM LEAD PROFILE

Degree Requirements

University Degree (high) in a technical subject (f. ex: Computer Science, Telecommunications, Mathematics, etc.)

Demonstrable Experience

Demonstrable experience of at least 5 years in team, project and decision-making management tasks within its technological perimeter.

Number of Profiles

1

Technical Areas Experience

Demonstrable experience of at least 3 years in the technical areas, platforms, tools and languages of its technological perimeter.

Service Hours

Service coverage from 7:00 am to 6:00 pm. Service coverage will be managed globally by team members.

On Call

There is a possibility that the service may require on-call.

Specific knowledge

BMC TrueSight Synthetic Monitoring, Elastic Synthetic Monitoring, BMC Entuity, BMC ProactiveNet Performance Manager, BMC Patrol Configuration Management, BMC Patrol Central and RTServers, Elastic Synthetic Monitoring, OpsGenie, CA Spectrum

MAIN FUNCTIONS AND TASKS

• Definition of Monitoring Roles:
  • Technical Group Meetings or Project Assistance: The team collaborates with technical groups and project or application teams to help in the monitoring definition process.
  • Requirements Analysis for Monitoring Solutions: The service evaluates the monitoring needs for each solution.
  • Identifying Corporate or Standard Solutions: The service identifies the corporate or standard monitoring solution that suits best the monitoring needs.
  • Designing Monitoring for New Solutions, Applications, or Infrastructure: The team designs monitoring strategies for new solutions, applications, or infrastructure.
  • Implementation, Testing, and Standardization: The service implements, tests, and standardizes the new solution.
  • Documenting Process: The service creates documentation for all monitoring designs.
  • Integrating Monitoring Tasks into Incident and Change Processes: The service integrates monitoring tasks into incident and change processes.
• Configuration of Monitors and Metrics:
  • Monitor Installation: The monitoring service ensures the installation of monitoring tools on the necessary systems.
  • Configuration Following Corporate Standards: The service configures monitors in accordance with established corporate standards.
  • Application of Metrics: The service applies relevant performance metrics to provide comprehensive monitoring.
  • Event Enrichment: The service enhances event data to provide more context for incident resolution.
  • Automating/Industrializing Basic Expert Monitor Installation and Updating the Installed Base: The service automates the installation and updating of basic expert monitors to improve efficiency.
  • Creating Requests or Automations for Deploying Monitors or Metric Changes: The service creates requests or automations for deploying monitors or making metric changes.
  • Reducing Manual Enrichment by Delegating Information to CMDB: The service reduces manual enrichment by delegating information to the Configuration Management Database (CMDB).
  • Alert Relationship with CIs and Impact on Services: The service manages the relationship of alerts with Configuration Items (CIs) and their impact on services.
• Installation of Monitoring Agents:
  • Automating Agent Installation: The service automates the installation of agents on new servers.
  • Updating Agent Versions at least once a year for New Installations: The service ensures that agent versions are updated at least once a year for new installations. The service also must ensure that to agent version is out of support.
• Monitoring Deactivation:
  • Agent Uninstallation: The service removes agents when they are no longer needed.
  • Temporary Monitoring Pause: The service suspends monitoring when necessary.
  • Deactivation of Specific Metrics or Monitors: The service deactivates specific metrics or monitors as per requirements.
  • Automating the Server Deactivation Process (while extending it to other use cases): The service automates the server deactivation process and extends it to other use cases.
• Patrol Agent Updates:
  • Promoting Regular Patrol Agent Version Updates: The service promotes regular updates of Patrol Agent versions to prevent obsolescence or end-of-support issues.
  • Updating All Patrol Agent Versions at Least Every 2 Years: The service ensures that all Patrol Agent versions are updated at least every two years, or sooner before arrives the EOS.
  • Updating All KM Expert Versions at Least Every 2 Years: The service ensures that all KM Expert versions are updated at least every two years, or sooner before arrives the EOS.
• Synthetic Web Transactions:
  • Web Synthetic Transaction Management: The service manages web synthetic transactions.
  • Life Cycle: The service records, modifies, and deletes synthetic web browsing of corporate applications and services.
  • Metrics: The service configures metrics, sets up alerting, and establishes procedures.
  • Incident Management: The service analyzes navigation problems.
  • Change Management: The service manages changes with the owner and re-records the transaction.
  • Documentation: The service documents and maintains information about synthetic navigations.
  • Alert Relationship with CIs and Impact on Services: The service manages the relationship of alerts with Configuration Items (CIs) and their impact on services.
  • Reporting and Data Export for Dashboards: The service reports and exports data for dashboards.
  • Publication of the Configuration of the Synthetic Navigations for the Global Query. Configuration Disclosure: The service publishes the configuration of the synthetic navigations for global queries and discloses the configuration.
• Network Monitoring:
  • Network Monitoring Management: The service manages network monitoring.
  • Adding, Deleting, and Modifying Network Devices in the Monitoring Solution: The service adds, deletes, and modifies network devices in the monitoring solution.
  • Configuring SNMP Credentials for Monitoring: The service configures SNMP credentials for monitoring.
  • Monitoring Metrics Configuration: The service configures monitoring metrics.
  • Enrichment of Alerting and Integration with TrueSight: The service enriches alerting and integrates with TrueSight.
  • Monitoring Configuration Based on TRAPs. Loading MIBs, Parameterization: The service configures monitoring based on TRAPs, loads MIBs, and performs parameterization.
  • Documentation of the Configuration Carried Out: The service documents the configuration carried out.
  • Publication of the Configuration of the Network Monitoring for the Global Query. Configuration Disclosure: The service publishes the configuration of the network monitoring for global queries and discloses the configuration.
  • Keep Monitoring Information and CMDB Synchronized (Enrich Alerts with CMDB Data): The service keeps monitoring information and CMDB synchronized and enriches alerts with CMDB data.
  • Create reporting where and if necessary.
• Security Patching of the Infrastructure:
  • Critical Updates Due to Vulnerability Reported with the Manufacturer or Cybersecurity Group: The service applies critical updates due to vulnerabilities reported by the manufacturer or cybersecurity group.
  • Proactive Security Analysis of Managed Infrastructure: The service conducts proactive security analysis of the managed infrastructure.
  • Submit CRITICAL Vulnerability Reports and Mitigation Plans: The service submits CRITICAL vulnerability reports and mitigation plans.
  • Plan CRITICAL Security Patching and Update Plans: The service plans CRITICAL security patching and update plans.
  • Security or Defect Patching (Minor Update) at Least Once a Year: The service patches security or defects (minor updates) at least once a year.
• Infrastructure Upgrade:
  • Product Version Updates Before End of Support: The service updates product versions before the end of support.
  • Updates on Current Infrastructure (Over-the-Top) That Do Not Require New Infrastructure or Product Changes: The service updates the current infrastructure (over-the-top) that do not require new infrastructure or product changes.
  • Plan Infrastructure Upgrades Without New Architecture Changes or Product Changes at Least Once Every 2 Years: The service plans infrastructure upgrades without new architecture changes or product changes at least once every two years.
• Project Assistance:
  • Analysis of Monitoring Requirements for Implementation or Evolution Projects of Infrastructure, Applications, Services: The service analyses monitoring requirements for implementation or evolution projects of infrastructure, applications, services.
  • Plan Tasks and Effort: The service plans tasks and effort.
  • Assign Resources to Projects: The service assigns resources to projects.
  • Design of the Monitoring Solution: The service designs the monitoring solution.
  • Testing the Solution: The service tests the solution.
  • Construction and Deployment: The service constructs and deploys the solution including new integration models based in the managed monitoring applications.
  • Documentation: The service documents the solution.
  • Publication and Maintenance of the Configuration of the Applications Monitoring Roles for the Global Query. Configuration Disclosure: The service publishes and maintains the configuration of the applications monitoring roles (scope) for the global query and discloses the configuration.
• Third Party Assistance:
  • Assistance in Resolving Doubts of Users and Technical Teams: The service assists in resolving doubts of users and technical teams.
  • Mail Queue Management and Response to Users: The service manages the mail queue and responds to users.
  • Provide Information on Monitoring, Operational Procedures, Change Templates, Requests, Incidents, Projects: The service provides information on monitoring, operational procedures, change templates, requests, incidents, projects…
  • Schedule and Attend Meetings with Users, Technical Teams, Suppliers, etc.: The service schedules and attends meetings with users, technical teams, suppliers, etc.
  • Proactive Management of Queries Made by Email and Teams: The service proactively manages queries made by email and Teams.

Procedure and Document the Team’s Usual Processes for Their Efficient Disclosure to Third Parties: The service documents the team’s usual processes for their efficient disclos

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Country

Mexico

Location

Mexico City

Contract Type

Fixed-term contract