Monitoring Tools Senior Administrator

Who We Are – MassMutual Romania

MassMutual Romania – in partnership with MassMutual in the United States – will help shape a culture of innovation and to create the digital products and technology solutions that help people secure their future and protect the ones they love.

Positioning MassMutual for its next 20 million customers and remaining innovative in a digital-first world led to the creation of MassMutual Romania in 2020. With offices in Bucharest and Cluj, MassMutual Romania was established to build an in-house team with expertise in application development and support, quality assurance and data science.

For 170 years, MassMutual has put its customers at the heart of what it does by providing holistic financial solutions, guidance, and education on their terms. Its long-term strategy helps ensure that policyowners and their loved ones can rely on them to be there when they need them most.

The Opportunity

Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual Romania, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual.

If this sounds like a fit, we’re looking to hire a Senior Monitoring Tools Admin to join our strategic Infrastructure, Architecture and Global Capabilities team.

Position Summary

The Enterprise Tools and Services team is responsible for ensuring that our Enterprise Monitoring and Event Management platforms are available for service and can support the demands placed upon it from applications across the MassMutual Enterprise.

The ideal candidate must be skilled at working with Microfocus products (OpsBridge, Sitescope, NNMi, BSM), Microsoft SCOM and application performance management – APM - (AppDynamics, NewRelic) products. Should be able to manage multiple priorities, projects, incidents and requests by directing the team resources as needed to achieve results and customer satisfaction while maintaining SLA response and resolution metrics. They should also be familiar with MS PowerPoint and Excel for reports and presentations to leaders. They should also have familiarity with the supporting infrastructure which hosts the platform (AIX, Linux, HP-UX, Solaris, Windows and Cloud-AWS and Azure).

Knowledge of integrations such as ServiceNow and xMatters are a plus.

Responsibilities

• Handle ad hoc and escalated support issues
• Serve as an escalation point to troubleshoot issues with any components of the infrastructure and resolve using SOP and KDB
• Evaluate patches and fixes as needed for potential implementation
• Lead upgrades of the products following corporate governance and project processes
• Continuously evaluate APM and event monitoring and management infrastructure components to ensure system resiliency and health
• Work with architecture, business and delivery teams to determine strategic direction for event monitoring and management platform
• Help users develop and/or enhance monitoring policies for meaningful application outcomes
• Identify opportunities to automate repetitive processes increasing efficiency
• Orchestrate cross infrastructure team work groups to resolve or enhance system performance, incidents and maintenance
• Educate the team and applications teams on new updates
• Communicate and collaborate with other application support teams technical resources and stakeholders regarding status, technical issues and creative solutions
• Research and keep current on APM and event monitoring and management technologies and communicate trends and future needs from a business perspective
• Build client trust and respect, establish client relationships, and develop rapport with client
• Advocate the APM and event monitoring and management solution and processes and seek partnership with business application teams to solicit buy in through engagement
• Participate and engage in all team meetings
• Document best practices and operational procedures
• Facilitate continuous improvement within the environment
• Contribute to annual budget planning process and manage APM and event monitoring and management platform capacity
• Review the platform for cost savings

Basic Qualifications

• +7years of experience as an enterprise monitoring and event management administrator of the products
• Ability to own and drive to resolution of issues
• Strong interpersonal skills, as well as excellent communication skills, verbal and written to both technical and non-technical audiences that are in a geographically dispersed environment (conference calls, Teams, Slack, face-to-face)
• Ability to work in a collaborative environment and on multiple assignments at once
• Experience functioning & executing work in a fast-paced iterative environment such as Agile
• Demonstrated initiative to recommend process improvements and demonstrated creative thinking
• Demonstrated self-motivation and the ability to grasp concepts quickly
• Demonstrated sharp, analytical, problem solving, and decision-making skills
• Ability to guide / mentor other Administrators and troubleshoot issues