Service Management System Engineer

**Job Summary** : This role is responsible for ensuring the effective discovery, monitoring, and management of IT infrastructure — including servers, cloud services, networks, applications, and storage systems — through OpenText, OBM, SiteScope and other tools. Core monitoring duties include enterprise event consolidation, topology-based health analysis, performance metric tracking, event correlation configuration, and ongoing optimization of OBM to improve operational visibility and responsiveness. **Job Description and Duties** - Position is required to be full-time onsite at DOT HQ, Washington DC - Assist in driving, standardizing, and managing unified configuration management database. - Deploy, manage, and update Management Packs, connectors, and monitoring policies to support business application and service monitoring needs. - Implements Management Packs, custom dashboards, third-party connectors, and monitoring automation to proactively detect, troubleshoot, and resolve service-impacting issues. - Perform event correlation and filtering to streamline incident triage, reduce noise, and ensure timely escalation to appropriate operational teams. - Integrate data sources from third-party monitoring tools (OpenText OBM, SiteScope, Microsoft SCOM) into the unified OBM event console. - Assess and fine tune monitoring capabilities to provide accurate and actionable alerts to the 24x7 operations systems. - Provides co-witness and correlation support during assessment and outage bridges to assist in resolving service disruptions and restoring services. - Creates alerts and notifications based on service availability. - Applies new solutions through research and collaboration with team members and determines appropriate courses of action for monitoring enhancements and integrations. - Create and provide intuitive and informative dashboards on current and past performance and service status. - Configure, maintain, and optimize monitoring dashboards to monitor health and performance across diverse IT infrastructure components. ### Qualifications **Required Education and Experience:** - Must have extensive knowledge of multi-vendor server operating systems. - Minimum of 10 years of experience performing monitoring and managing/configuring monitoring systems - Expert level systems administrator experience managing Windows and/or Linux operating systems - Direct experience and expertise with Management Protocols including SNMP, and WMI - Scripting Experience: PowerShell, VBScript, and/or other scripting experience - Experience managing monitoring systems with >250 Host and/or >3000 sensors - Proven track record of engineering monitoring solutions, providing strategic direction, and fostering a collaborative and innovative work environment. **Preferred skills and qualifications:** - Experience supporting a 24x7 operations environment, ideally support large Federal/Defense Infrastructures. - OpenText suite of tools including AI Operations Management, Operations Bridge, SiteScope, and Optic experience. - Experience leading troubleshooting coordination/ acting as a Tech Lead during service outages requiring collaboration across multiple teams and infrastructure components - Expert level experience with scripting and automation - Experience integrating monitoring tools to operate through ServiceNow - Experience automating alerts to generate Service Tickets - Strong understanding of ITIL and ITSM including monitoring, demand management, availability management, and capacity management - ITIL certification(s) including Foundations and above strongly preferred - Experience analyzing monitoring and associated reports to drive business decisions for capacity and availability experience - Experience creating senior level brief work products including functional and data driven dashboards from captured performance data and availability metrics. - Experience with visualization and computational tools *Note: Candidate must be a U.S. citizen or gre…