Service Management System Engineer

Job Description

Description

Job Summary :
This role is responsible for ensuring the effective discovery, monitoring, and management of IT infrastructure — including servers, cloud services, networks, applications, and storage systems — through Open Text, OBM, Site Scope and other tools. Core monitoring duties include enterprise event consolidation, topology-based health analysis, performance metric tracking, event correlation configuration, and ongoing optimization of OBM to improve operational visibility and responsiveness.

Job Description and Duties

• Position is required to be full-time onsite at DOT HQ, Washington DC.
• Assist in driving, standardizing, and managing unified configuration management database.
• Deploy, manage, and update Management Packs, connectors, and monitoring policies to support business application and service monitoring needs.
• Implements Management Packs, custom dashboards, third-party connectors, and monitoring automation to proactively detect, troubleshoot, and resolve service-impacting issues.
• Perform event correlation and filtering to streamline incident triage, reduce noise, and ensure timely escalation to appropriate operational teams.
• Integrate data sources from third-party monitoring tools (Open Text OBM, Site Scope, Microsoft SCOM) into the unified OBM event console.
• Assess and fine tune monitoring capabilities to provide accurate and actionable alerts to the 24x7 operations systems.
• Provides co-witness and correlation support during assessment and outage bridges to assist in resolving service disruptions and restoring services.
• Creates alerts and notifications based on service availability.
• Applies new solutions through research and collaboration with team members and determines appropriate courses of action for monitoring enhancements and integrations.
• Create and provide intuitive and informative dashboards on current and past performance and service status.
• Configure, maintain, and optimize monitoring dashboards to monitor health and performance across diverse IT infrastructure components.

Qualifications

Required Education and Experience:

• Must have extensive knowledge of multi-vendor server operating systems.
• Minimum of 10 years of experience performing monitoring and managing/configuring monitoring systems.
• Expert level systems administrator experience managing Windows and/or Linux operating systems.
• Direct experience and expertise with Management Protocols including SNMP, and WMI.
• Scripting
  
  Experience:
  
  Power Shell, VBScript, and/or other scripting experience.
• Experience managing monitoring systems with >250 Host and/or >3000 sensors.
• Proven track record of engineering monitoring solutions, providing strategic direction, and fostering a collaborative and innovative work environment.

Preferred Skills and Qualifications:

• Experience supporting a 24x7 operations environment, ideally support large Federal/Defense Infrastructures.
• Open Text suite of tools including AI Operations Management, Operations Bridge, Site Scope, and Optic experience.
• Experience leading troubleshooting coordination/ acting as a Tech Lead during service outages requiring collaboration across multiple teams and infrastructure components.
• Expert level experience with scripting and automation.
• Experience integrating monitoring tools to operate through Service Now.
• Experience automating alerts to generate Service Tickets.
• Strong understanding of ITIL and ITSM including monitoring, demand management, availability management, and capacity management.
• ITIL certification(s) including Foundations and above strongly preferred.
• Experience analyzing monitoring and associated reports to drive business decisions for capacity and availability experience.
• Experience creating senior level brief work products including functional and data driven dashboards from captured performance data and availability metrics.
• Experience with visualization and computational tools.

Note:

Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust.