As a member of the IT Service Assurance & Monitoring (IT-SAM) team this role is integral to the development and improvement of the processes included in providing numerous IT Service offerings to campus.  The position will support the major functions of the IT-SAM team which includes:  Service level monitoring of IT services and applications; Event (outage) management; and Change management.

Monitoring

• Serve as the primary technical resource for monitoring tools owned by the IT-SAM team.
• Work with the IT-SAM team to provide requirements and recommendations for service level monitoring best practices and assist in the implementation of monitoring tools.
• Work closely with other IT teams to understand the infrastructure, network and applications behind the services being monitored.
• Ensure reliability and accuracy of service monitoring tools and integrations.
• Research and evaluate new and updated products, features, and capabilities in monitoring tools to ensure continual service improvement.
• Perform proactive analysis to identify potential problems and recommend performance enhancements.
• Use existing and future relationships on campus to proactively identify opportunities to provide monitoring as a service.
• Develop and utilize dashboards to monitor performance and provide an exceptional customer experience.
• Resource other IT teams by providing documentation and training in the use of the monitoring tools.

Event Management

• Work with the IT-SAM team to facilitate restoration of service during service interruptions. This includes providing after hours on-call support on nights and weekends, communicating to leadership, and other OU IT teams.
• Assist in posting and updating IT Alerts in a timely manner.
• Facilitate team communication during service interruptions and major incidents as needed.
• Ensure appropriate escalation during outages or periods of degraded system performance.
• Engage in proactive leadership and support by anticipating issues and developing appropriate solutions, and by working with co-workers to ensure successful outcomes.
• Assist in maintaining and implementing service recovery plans and in producing Post Incident Reports (PIRs).

Change Management

• Work with the IT-SAM team to align change management to the strategic goals of OU IT and the overall mission of the University.
• Resource other IT teams by providing documentation and training in the OU IT Change Management process and tools.
• Facilitate meetings, create agendas, take minutes, audit changes, coordinate and communicate changes.
• Provide support for OU IT project rollouts by providing guidance for the Change Management process.

Relationship Management

• Facilitate necessary communication with any external partners or vendors as it pertains to alerting and monitoring solutions.
• Maintain professional, service-oriented relationships with all stakeholders, including other IT teams as well as the OU community and affiliates

Other

• Serve as a backup to other IT SAM team members.
• Other duties as assigned.

Duties:

• Responsible for defining and analyzing current system problems to find any flaws or inefficiencies. Creates solutions to resolve all issues and ensures long‐term effectiveness and discusses with management.
• Evaluates current IT systems, including hardware, software, and network features.
• Communicates with management and employees to determine system requirements.
• Plans new systems that address any issues with the current systems.
• Prepares cost‐benefit analysis reports for all proposed upgrades.
• Collaborates with the IT team to implement a plan.
• Tests the new systems to validate it is working as expected.  Resolves issues and ensures solutions are viable and consistent.
• Creates training processes and documentation to teach others how to use new systems. Conducts reviews of the system and generates reports on efficiencies and improvement areas.
• Keeps up to date with the latest developments in information systems.
• Performs various duties as needed to successfully fulfill the function of the position.