IT Operations 3 – Monitoring Controller (MSP, MSP for BMC, Tivoli, NetCool) recruitment

This is a global role within GPC (Global Production Control) department of TIS (Technology Infrastructure Services). The Monitoring Controller will be responsible for overall quality and quanitity of events displayed at Event Management consoles used by GPC. He/she will ensure the followings:
1. Effective use of tools, processes and efforts without any duplication/waste across teams and tools
2. Coordiantion of Operational Acceptance of tools.
3. Continual Service Improvement (CSI) of event management.
The incumbent will collaborate with various engineering, deployment and support teams to ensure the best quality monitoring with no wastage.

KEY AREAS OF RESPONSIBILITY

The primary areas of responsibility are as follows:

Monitoring Controller:
• Ensure that GCC KPIs are supported by tools, and flag early warning in case of KPI breach
• Ensure that compliance is not breached as far tools configurations are concerned
• Maintain the roadmaps of the tools used in GCC
• Have an oversight on the function, overlaps and gaps of all the monitoring tools used in GPC
• Co-ordinate the "Monitoring Acceptance Process" (MAP): Ensure that Event Management teams accept any change in monitoring.
• Have an oversight to "Monitoring Setup Process" (MSP). The correct setup process is followed during new installation of monitoring.
• Improve/maintain event quality at GPC Event management consoles- minimum noise
• Co-ordinate the CSI (Continual Service Improvement) for events. More scripted solutions, proper blackouts, IfH (Instruction for Help) for all events for both GPC and beyond.
• Instil the culture of MSP, MAP and CSI into Monitoring support and Event management teams within GPC
• Ensure that Event management team can follow the OLA for each alert
• Relieving the event management teams from all non operational tasks.
• Ensure Event Management team can eliminate noise, co-relate events without escalation and without risk to production
• Ensure major monitoring migrations (from one technology to another) do not affect Event Management teams
• Collaboration with GPC event management, GPC Monitoring teams (Engineering and support) and escalation partners of event management teams (RDO and GAD)
• Ensure all monitoring changes to engineering and operation are known by Event Management teams, and the latter is equipped to handle the changes
• Check the event management consoles (in-house and outsourced) regularly to spot any anomaly and report.
• Devise/contribute scripted solution which can be executed from event consoles without the operators having privilege access
• Maintain catalogue of Monitoring services provided by GPC
• Suggest/automate/improve various reporting of event handling parameters - FCCR, MTTE, MTTR etc

TO QUALIFY, YOU MUST POSSESS:

SKILLSET
• Hands-on knowledge in Monitoring products (BMC, Tivoli, NetCool)
• System Adminstration knowledge in at least of the following: Unix, Windows, DB.
• Process engineering involving multiple teams (local and remote)
• Self starter and one who embraces change quickly.

PERSONAL COMPETENCIES
The following personal competencies are required:
• Ability to follow policies, processes and procedures for problem resolution.
• Able to work under pressure, making sound judgement calls and retaining accountability.
• A believer in continuous process improvements.

For more information, please contact siewleng.gan@credit-suisse.com.

As one of the world's leading financial services group, Credit Suisse provides its clients with investment banking, private banking and asset management services worldwide. Founded in 1856, Credit Suisse has a long tradition of meeting the complex financial needs of a wide range of clients, offering advisory services, comprehensive solutions and innovative products to companies, institutional clients and high-net-worth private clients globally. The Credit Suisse Group is active in over 50 countries and employs approximately 40,000 people. Further information can be found at www.credit-suisse.com.

Cultural diversity is essential to our success. As such, we employ people from more than 100 countries. Credit Suisse empowers employees to work openly and respectfully with each other and with clients, ultimately striving to deliver superior results while offering initiatives and programs to assist employees achieve a healthy work-life balance.

Right place, perfect opportunity
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Credit Suisse is an Equal Opportunity Employer and does not discriminate in its employment decisions on the basis of any protected category.

To the extent permitted or required by applicable law, a candidate who is offered employment will be subject to a criminal record check and other background checks before the appointment is confirmed.