Tools support Engineer

Overview:

Observability & Enterprise Monitoring Engineer with specialized expertise in Solar Winds platform administration and broader multi-tool observability ecosystems. Working knowledge of Open Text NNMi will be an added advantage. This role will be responsible for the end-to-end administration, optimization, integration, and operational maintenance of enterprise-scale implementation of monitoring solutions (Solar Winds). Responsible for ensuring platform health, automate alert workflows, manage hybrid/cloud monitoring integrations, and collaborate closely with cross-functional infrastructure teams to maintain high availability and performance.

Roles & Responsibilities:

• Core Module Management:
  Administer and optimize Solar Winds modules including NPM, NCM, NTA, SAM, and the broader Orion / SWOSH (Hybrid Cloud Observability) platform ecosystem.

• Upgrades & Maintenance:
  Perform routine and major version updates across platform components; monitor platform health using Active Diagnostics and My Deployment health checks.

• Polling Infrastructure:
  Manage, scale, and load-balance Additional Polling Engines (APEs) to ensure optimal performance across enterprise environments.

• Database & Backup Operations:
  Perform operational tasks on the underlying MS SQL Database, manage, schedule, and verify configuration and database backup jobs.

• Discovery & Asset Management:
  Execute network discoveries, manage node onboarding/offboarding, assign Universal Device Pollers (UnDP), and maintain custom custom attributes and group hierarchies.

• Configuration Management (NCM):
  Build and maintain NCM command templates, automate daily startup/running config backups, archive config files, and remediate compliance/transfer failures.

• Topology & Visualization:
  Create and maintain dynamic, accurate network topology maps using Network Atlas and modern visual canvases based on operational requirements.

• Signal Optimization:
  Design, tune, and maintain custom Alert Triggers, Actions, and Thresholds to eliminate alert noise and drive actionable alerting.

• Ticketing & Automation:
  Configure bi-directional ITSM/ticketing integrations to enable automatic ticket creation, routing, and lifecycle tracking.

• Reporting & Visibility:
  Build custom operational and executive Dashboards, Views, and Reports tailored to stakeholder requirements.

• Incident Support:
  Monitor alert channels for operational anomalies, troubleshoot lingering telemetry issues, and collaborate with domain teams to drive root cause resolution.

• Leverage AIOps, machine learning, and pattern-recognition capabilities to identify baseline anomalies, reduce event noise, and drive predictive incident management.

• Collaborate with cross-functional teams to integrate AI-driven event correlation models and automated remediation workflows into the central monitoring platform.

• Manage relationships and support escalations with platform vendors.

• Work on REST API integrations across applications/tools as per requirements.

• Perform deep-dive troubleshooting and root-cause analysis for platform-level performance degradations, engine polling failures, and monitoring agent corruptions.

• Utilize Active Diagnostics and system telemetry to investigate and resolve complex network configuration transfer failures, polling sync latency, and data ingestion issues.

Required Skills:

• Multi-tool expertise (Solar Winds, Open Text NNMi, Splunk, etc.)

• Protocol & Telemetry Knowledge:
  In-depth understanding of SNMP (v2c/v3), WMI, WinRM, Syslog, Net Flow/sFlow, and Observability (Metrics, Logs, Traces).

• Automation & API Integration:
  Good to have skills in Power Shell/Python, and API-driven automation for monitoring workflows.

• AIOps & Intelligent Automation:
  Basic understanding of AIOps concepts, machine learning algorithms for anomaly detection, automated event correlation, and predictive analytics within modern observability frameworks.

• Cloud & Hybrid Observability:
  Hands-on experience extending platform monitoring into AWS, Azure, or GCP environments.

• Infrastructure Knowledge

• System Administration:
  Intermediate knowledge of Windows and Linux administration.

• Database:
  Understanding of SQL/Database concepts and standard query execution.

• Networking:
  Good understanding of networking concepts including TCP/IP, DNS, DHCP, Routing and Switching.

• ITSM:
  Experience in ITSM processes and operational support.