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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00008329 |
Description Activated On: 7/1/2026 10:32:01 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. The purpose of this position is to lead and advance the Commonwealth’s enterprise monitoring and event management capabilities by leveraging IBM AIOps and IBM Instana to enhance system observability, automation, and operational reliability. This role ensures the effective detection, correlation, and resolution of incidents across hybrid environments while transforming manual processes into scalable, automated workflows. The position supports agency program areas, maintains the integrity of monitoring platforms, and drives continuous improvement of event management systems and practices. It also provides leadership and direction to the Event Management Team to ensure consistent, high quality service delivery and adherence to standards. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Subject matter expert on monitoring tools and processes used by the Commonwealth, with deep proficiency, but not limited to, IBM AIOps and IBM Instana as core enterprise observability and IT operations platforms. Responsible for collaborating with technical specialists, agency teams, and vendors to implement actionable monitoring and reporting, leveraging IBM Instana's continuous, automated application performance monitoring and IBM AIOps' AI-driven event correlation and noise reduction capabilities to accelerate incident detection and response. Coordinates efforts to transform person-centric processes into structured, repeatable, and highly documented automated workflows, utilizing IBM AIOps intelligent automation to streamline and operationalize those workflows at scale. Responsible for the management and continuous improvement of key enterprise monitoring processes, including change management, incident reporting, and problem resolution — supported by IBM AIOps' anomaly detection and root-cause analysis features to reduce mean time to resolution (MTTR). Responsible for evaluating, preparing, and implementing technical solutions for on-premises and cloud-based applications and technology resources, including the configuration, tuning, and ongoing optimization of IBM Instana agents and IBM AIOps integrations across hybrid environments. Develop and maintain standard operating procedures (SOPs) specific to these platforms and ensure consistent communication strategies to enhance operational efficiency and service delivery. Provide support both directly and indirectly to all Commonwealth Department Program Areas and related client-server applications. Direct support constitutes maintaining the operational integrity of event monitoring and alerting for these applications, including the management of IBM Instana dashboards, alert channels, and Service Level Indicators (SLIs). Indirect support consists of maintaining enterprise monitoring for middleware and base network infrastructure, leveraging IBM AIOps to aggregate and correlate telemetry data across the full technology stack for proactive issue identification and resolution. After hours support is required as needed. Supervises Event Management Team members including full time employees and contractors; assigns and evaluates work. Performs personnel related functions including approving employee leave slips and completing performance evaluations. Coaches subordinates, helping them to enhance and refine their technical and interpersonal capabilities. Directs the Event Management staff in providing second and third level assistance to all Department users requesting changes and/or problem resolution. Provides consulting services and expertise regarding the event management systems and their use. Deciding when to reject or delay any event management system request due to high risk/impact, conflicting needs for deployment resources, conflicting impacts on the network of the change activities. Assesses the state of the event management system addressing any discovered shortcomings or needed enhancements. Supervises the activities, planning and documentation of the event management system. Maintains a current knowledge of event management, standards and best business practices. Utilizes this knowledge to ensure the proper utilization, maintenance and development of the systems. Performs other related work as required |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. This position serves as the Commonwealth’s expert for enterprise monitoring and event management, specializing in IBM AIOps and IBM Instana to support observability, automation, and rapid incident response. The role implements and optimizes monitoring solutions, transforms manual processes into automated workflows, and improves change, incident, and problem management across hybrid environments. It oversees staff, directs second- and third-level support, and manages personnel functions while ensuring proper planning, documentation, and adherence to industry best practices. The position maintains the operational integrity of monitoring platforms, supports program areas across the Commonwealth, and leverages IBM AIOps for proactive issue detection. It evaluates system risks, determines when to delay or reject requests, and drives continuous enhancement of event management capabilities. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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