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Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to...
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About Infrastructure Performance Management
Infrastructure Performance management was coined within Discovery, for a requirement that arose to maintain the IT infrastructure and application monitoring stack. The function resides within the Technology Services department servicing Discovery’s local and international markets.
The framework is based upon ITIL principles and best practices of Event Management. The team dovetails by working closely with various back office and system teams. The team’s responsibility is to proactively prevent any potential outages or disruption to business.
Key Purpose
The Infrastructure Performance Administrator role reports into an IT operations manager for the purpose of supporting, servicing, configuring, and monitoring of IT Infrastructure. This expands to system availability checks and performance monitoring of IT services to business. The role closely engages with the TS Events Operations and Incident Management teams by means of updates to configurations and escalation procedures. Vendor engagement is required when escalating support related issues. Key importance is focusing on uptime, availability and ensuring timely resolution in the event of failures. The incumbent will be required to perform data analysis on application and infrastructure performance monitoring tools and share the investigative output.
Areas of responsibility may include but not limited
- Gathering business and technical information regarding solutions used within the environment to determine the specific services and functions required to be monitored
- Identifying technical issues and trends that point towards an underlying problem
- Working with both Problem Management and Major Incidents to ensure correct notifications and thresholds are configured
- Software license management
- Provide varying levels of visibility into the issues encountered within the environment, both real-time and over an extended period
- Focusing on the enhancements of core monitoring systems as well as configuring monitoring and maintaining of current systems
- Correlation of events or failures to ensure that only relevant issues are being identified and alerted upon
- Assist with incidents / requests / workflows assigned to the team within SLA’s
- Ensure system implementations are aligned within approved budget to achieve cost efficiencies
- Deliver exceptional service that exceeds customers’ expectations through proactive, innovative, and appropriate solutions.
- Cultivate and manage business objectives with various stakeholders, namely end-users, SME’s, project managers and senior management
- Provide advice, assistance and proactively participate in formulating new business solutions and proposals that will prevent business outages
- Maintain knowledge on relevant industry best practices in relation to application and infrastructure performance monitoring
- Formulate solutions in response to the business vision, mission, and objectives
- Investigate new enhancements and assist with preparation of business cases
- Translate business strategies into actionable goals and execute relevant projects / initiatives aligned to system performance objectives
- Comply with governance in terms of legislative and audit requirements
Personal Attributes and Skills
- Working with People
- Adhering to Principles and Values
- Planning & Organising
- Delivering Results and Meeting Customer Expectations
- Deciding and Initiating action
- Presenting and Communicating Information
- Applying Expertise and Technology
- Adapting and Responding to Change
- Coping with Pressure and Overcoming setbacks
- Problem Solving
- Attention to detail
- Team player
Education and Experience
- Matric – Essential
- ITIL Foundation – Essential
- Post-secondary certifications or equivalent work experience within the IT field – Essential
- 3 Years IT Operations/Services experience with 2 years in a Performance Monitoring and Administration of an IT environment – Essential
Experience working with below tools – Essential
- Dynatrace
- AWS
- Azure
- App Dynamics
- Google Analytics
- Splunk
- Nagios
- CHEF
- Puppet
- PowerBi
- SQL
- Github
- Ansible Tower/AWX
- Sailpoint
- VMware Portal
Experience working with below tools – Advantageous
- Sailpoint
- Service Now
- CA
- Power BI
- Beyond Trust
- SaltStack
- TerraForms
- Beyond Trust
- IT Diploma or Degree – Advantageous
- Unix or Linux Certification – Advantageous
- Microsoft Certification – Advantageous
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