TOC Engineer

Job Description

We are seeking a TOC Engineer to join our team as a Senior Specialist in IT Monitoring & Workflow Automation. This is not a software development role, but rather a position for a practical problem-solver who can enhance IT operations by creating insightful monitoring dashboards and automating key processes using tools like Grafana, Jira, and other ITSM platforms.

Key Responsibilities

- Develop Monitoring Solutions: Design, build, and maintain real-time monitoring dashboards in Grafana to provide clear visibility into the health of applications and infrastructure.
- Automate Workflows: Create and manage automation rules to connect monitoring systems with Jira. For example, automatically create a Jira ticket from a critical Grafana alert.
- Improve Incident Management: Streamline the incident lifecycle by automating ticket creation, assignment, and escalation within Jira and the ITSM tool.
- Integrate Tools: Ensure seamless data flow between different platforms (e.g., monitoring alerts, ITSM tickets, and Jira tasks).
- Process Improvement: Continuously identify opportunities to reduce manual effort and improve response times.
- Collaborate with Teams: Work closely with IT Operations, Engineering, and Support teams to build solutions that make their jobs easier.
- Documentation: Maintain clear documentation for all created dashboards, workflows, and automation rules.

Skills Required

- Overall Experience: Experience in IT Operations, Systems Administration, or a similar role.
- Grafana: Proven, hands-on experience creating and managing complex dashboards in Grafana.
- Jira: Deep knowledge of Jira, particularly in workflow automation, custom workflows, and integrations.
- ITSM Tools: Strong experience with at least one major ITSM platform (such as ServiceNow, BMC Remedy, or similar) and understanding of core ITIL processes like Incident, Problem, and Change Management.
- Problem-Solving Mindset: A strong ability to understand operational challenges and design practical, tool-based solutions without needing to write custom code.
- Excellent Communication: Ability to clearly explain technical concepts to non-technical stakeholders.

Skills Considered a Strong Plus

- Familiarity with other monitoring tools (e.g., Prometheus, Zabbix, Datadog).
- Basic understanding of scripting (like PowerShell or Python) for simple integration tasks.

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