Wolters Kluwer Senior IT Operations Associate in Topeka, Kansas
The IT Operations Team is part of Wolters Kluwer Global Business Services (GBS). GBS is designed to provide services to the business units in the areas of technology, sourcing, procurement, legal, finance, and accounting which includes our North American-Accounting Center. These global centers promote team collaboration using best practices around a specific focus area to drive results and enhance operational efficiencies. There is a constant endeavor to benchmark against best-in-class industry standards to improve the quality of deliverables, increase cost savings, enhance productivity and reduce time to market for products and applications.
This work schedule for this position will include either Saturdays or Sundays.
This is a remote opportunity
The Sr. IT Operations Associate, under general supervision, is a role on the Monitoring Team supporting the Tax and Accounting division. The Monitoring team helps maintain TAA application and system’s availability through proactive monitoring to prevent system/service outages. The position holder will drive resolution of issues identified via application and systems monitoring tools such as AppDynamics, MS Azure, SCOM, Ops Ramp and PRTG. Interface and work effectively with all cross-functional groups including operations, development, DBA and storage teams. This position requires a candidate to be versed with server architecture, system interaction patterns and monitoring for error analysis.
Essential Duties and responsibilities:
Use various tools to Monitor cloud-based applications and infrastructure in addition to escalation of alerts to appropriate teams to troubleshoot.
Participates in service outages and escalations calls to communicate alerts, perform Tax application product testing and providing results.
Monitor dashboards to ensure optimal application and system performance reporting any anomalies.
Works directly with technical stakeholders to gather and understand systems and business requirements prior to the Monitoring onboarding process.
Configure and test monitoring tools for deployment across cloud environment.
Participate in building and maintaining Monitoring tool dashboards, alerts and other custom configurations for technical teams to get full visibility into their environment.
Assist with establishing and documenting Monitoring thresholds for all supported applications.
Manage relationships with functional teams to consistently deliver Monitoring change requests in a timely and organized manner to meet expectations.
Participate in continuous Monitoring initiatives to improve operational efficiencies.
Takes ownership and accountability for all assigned Monitoring Tickets driving towards a resolution within SLA/OLA requirements.
Minimum of 1 year of IT Experience.
2+ years monitoring tools experience
Understanding and practical experience implementing any of Monitoring tools such as AppDynamics, Azure Monitor, OpsRamp, Pingdom and PRTG.
Experience working with a broad rand of technologies including .NET, Java, SQL Server, IIS an Azure Cloud Platform.
Prior experience assessing existing Monitoring instrumentation landscape and identifying the gaps.
Hands on experience troubleshooting issues with Windows 2012/2016 servers.
Functional knowledge of SQL and able to execute custom queries for Application Monitoring needs.
Incident and change management process knowledge – ITIL is preferred
Understanding of deployment tools such as BladeLogic and deployment processes.
Good understanding on storage and backup terminology.
Understanding of ticketing tools like Service Now and Jira.
Bachelor’s degree in Computer Science or related field or equivalent experience.
Other Skills Required:
Enthusiastic about collaborating with various technical teams to improve the monitoring of existing applications and systems.
Excellent analytical and problem-solving abilities
Ability to operate in a fast-paced environment, managing multiple priorities at once.
Excellent communications skills with ability to engage a large audience and participate in discussions in a clear and articulate manner.
A positive attitude and the ability to thrive in a collaborative environment.
Performs other duties as assigned by IT Manager
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.