Application Support & Maintenance - IBM Tivoli

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.