SiteScope SME

Computer World Services Corp (CWS) is seeking an exceptional candidate to serve as the SiteScope SME for the National Institutes of Health (NIH) Center for Information Technology (CIT) Operations Management Services (OMS) project. CIT requires support for information technology (IT) service monitoring and continuous improvement of centralization and consolidation efforts to improve the quality of monitoring IT services, and to increase event management efficiencies in creating meaningful alerts leading to identification and resolution of incidents and root causes of problems in an expedited manner. The 24x7x365 IT operations teams are consolidated to create the centralized Operations Management Services (OMS) Monitoring Team Technology Operations Center (TOC) for all CIT services. Currently, the OMS Monitoring Team operates and maintains CIT monitoring tools including SL1, SCOM, and SiteScope, and utilizes xMatters/Everbridge to automatically send out notifications. The overall task includes monitoring approximately 12,000 individual devices that serve approximately 59,000 local area network (LAN) ports.

The SiteScope SME will be responsible for the efficient operation, maintenance, and optimization of the SiteScope monitoring tool within the larger monitoring platform. They will possess expert-level knowledge of SiteScope and will play a key role in managing, configuring, and troubleshooting the tool to meet customer requirements and ensure high availability. The SiteScope SME will work closely with stakeholders to gather requirements, develop solutions, and implement changes in alignment with government-approved processes and security standards.

· Ensure timely processing of upgrades, patches, and configuration changes for SiteScope.

·Propose and implement enhancements to optimize monitoring capabilities.

·Collaborate with stakeholders to gather requirements and develop technical solutions.

·Monitor SiteScope alerts and respond to incidents within defined SLAs.

·Investigate and troubleshoot issues, working with vendors as needed to resolve complex problems.

·Maintain the central event console to prevent false alarms and ensure efficient operation.

·Maintain and update SiteScope configurations in alignment with customer needs.

·Develop and maintain documentation related to SiteScope operation and configuration changes.

·Ensure compliance with CIT change management processes for all SiteScope-related activities.

·Integrate new tools into the SiteScope environment as approved by the Government.

·Process monitoring service requests (SRs) related to SiteScope configuration and optimization.

·Work closely with internal IT departments and stakeholders to address monitoring requirements.

·Provide expertise and recommendations to support decision-making related to SiteScope usage and configuration.

·Provide training and support to technicians and end users on SiteScope functionality and best practices.

·Share knowledge and expertise with team members to enhance overall monitoring capabilities.