Application Support & Maintenance - IBM Tivoli

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.