Service Delivery Manager
CurrentKey responsibilities:· Guide and train team members on more advanced troubleshooting· Monthly reporting for Management· Scheduling of shifts for team members· HR Duties for Team, (leave approvals, disputes, overtime, etc)· Backend Maintenance of JIRA · Server maintenance.· Deployments to UAT and Production environments· Alert Management – Creation and management of alerts, Create new alerts, test new alerts, add alert criteria to Config file, also amend existing alerts based on feedback received. This includes modifying and creating HTML email templates to be used by SolarWinds for these alerts.· Reporting SolarWinds – Creation and management of reports on SolarWinds· Reporting Manage Engine – Creation and management of reports on Manage Engine· Node management – Ensuring all Nodes are up to date and also add and remove node details as and when needed· Template creation – Creating and managing new SAM Templates on SolarWinds· License Management – Ensure there are enough licenses available on SolarWinds to handle the entire estate· Access Management – Check and ensure the correct access is given to the correct people, also adjust access should someone’s roles change· Security SOP’s – Test and confirm any new Security SOP’s· Training – Ensure that the team is trained on the latest SOP’s, do spot checks to see who requires additional training on any of the SOP’s· Documentation – Create documentation on all new process, also updating the existing documentation should a process have changed.· Document Management – Always check and ensure that all documents are up to date and that version control is maintained· Research – Research new monitoring criteria to use for unique situations, also research the capabilities of SolarWinds, to ensure it is able to meet growing expectations· Investigations – Doing investigations into anomalies received as well as when someone asks a question regarding something on SolarWinds.
