CDW - Senior ScienceLogic Engineer - Observability Services

Key Areas of Responsibility :

- Work with technology owners and stakeholders to formalize requirements and business needs.

- Translate collected business needs and requirements into efficient and scalable application solutions

- Collaborate with Platform Owner for optimal solution architecture, efficiency, maintainability, and scalability.

- Develop and execute test plans to ensure service continuity as new solutions are implemented.

- Develop and maintain applications to CDW standards and quality.

- Complete tasks and projects in a timely manner, honoring commitments to stakeholders and management.

- Participate in Scrum activities, including story creation, sprint planning, daily stand-ups, and sprint reviews.

- Ensure stakeholders' responses are timely and in a professional manner.

- Foster open lines of communication.

- Perform operational activities to maintain system availability and meet the needs of customers and coworkers.

- Perform client consulting in specialized areas of technology (Networking, Systems, Virtualization, Storage, etc).

- Provide innovative technical solutions to complex hardware/software problems.

- Provide technical support services and consulting to Managed Services clients to meet their business needs.

- Understand and deliver Managed Services offerings as outlined in the CDW Service Catalog.

- Provide detailed and effective communication to internal and external customers.

- Concisely articulate problems and solutions for issues to internal and external clients.

- Participate in on-call rotation to provide 24/7 support to critical systems and ensure availability objectives.

- Conduct throughput analysis, problem-solving, and infrastructure planning.

- Identify and communicate potential opportunities for cross-selling to the sales team.

- Manage time and expense to meet or exceed expectations defined in the Statement of Work.

- Provide high-quality content deliverables using the appropriate document templates.

- Ability to follow through with tasks, projects, and troubleshooting with little or no supervision.

- Serve as the technical point of contact on customer engagements and internal projects.

- Conducts/leads design workshops for complex designs to meet customer, business, and technical objectives.

- Educates the customer on the solution as appropriate throughout the life of the project or service life.

- Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management.

- Communicates with the Engineering Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).

Education and/or Experience Qualifications :

- Bachelors degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field; equivalent experience acceptable

- A Minimum of 8 years experience with ScienceLogic.

Required Qualifications :

- Significant experience (4+ years) with ScienceLogic monitoring and architecture

- Significant experience troubleshooting SL1 Dynamic Applications in Python

- Significant experience with the Unix command line

- Significant experience with MySQL relational database

- Experience with IT Operations/Service Management with ServiceNow.

- Experience developing and using web services (REST or SOAP).

- Experience with non-relational databases (Cassandra, Scylla).

- Experience with version control software (Git, GitHub).

- Working knowledge of Configuration Management and DevOps tools (Ansible, Jenkins, Docker).

- Demonstrated understanding of an Agile software development process

- Capable of resolving critical issues in a time-sensitive manner, cognizant of requisite service levels.

- Ability to establish customer trust and confidence in the CDW Managed Services

- History of balancing multiple priorities simultaneously, with the ability to adapt to changing needs

- Critical attention to detail and solid creative problem-solving skills

- Ability to perform intermediate root cause analysis

- Strong organizational, analytical, and problem-solving skills

- Customer Service focused and a high level of professionalism

- Ability to consistently follow policies and procedures

- Strong communication and documentation skills

- Excellent verbal and written communication skills to effectively interact with all levels of the organization

- Ability to prioritize work and multitask in a fast-paced, diverse, and growth-oriented environment

- Team player with a strong desire to continue learning and expanding experience in an evolving environment

- Good time management skills, able to meet rigid and urgent assignment schedules

- Ability to work weekends and/or off hours as necessary to meet client needs

- Ability and willingness to travel up to 50% or as needed to other CDW locations or client sites

- Ability to apply common sense in performing the job.

- Ability to understand and follow basic guidelines.

Preferred Qualifications :

- Experience developing SL1 Dynamic Applications with Python

- Experience with APM Platforms, including but not limited to Dynatrace

- Experience with Observability, OpenTelemetry, and Go Programming Language

- ITIL Foundations Certification

- 3 years of Managed Services experience