Tools Support Specialist III: Maintain and administer network fault, configuration, and performance management tools utilized by operations and other personnel to primarily include but not limited to HP Network Node Manager (NNM) (Version 7 and above), Promina Element Management (PEM), HP OVPI (version 4.5, 5.1, 5.2), VitalQIP, and some HP OVO support.
Manipulate configurable variables within the tools.
Create queries against information in databases.
Implement critical optioning as needed by the customer.
Install/assist with installation of the management tool products.
Repair/assist with repairs of operational tools problems. This includes but is not limited to, the operating systems, HPOpenView NNM and OVPI, Promina Element Manager, VitalQIP, their databases, and backup scripts.
Write/assist with writing application scripts for the EM and some eMS tool products.
Research information available to determine what critical option/variable is available on the tool/device.
Improve or enhance existing tools/options/performance.
Address technical problems with the product to the attention of the appropriate tools Technical Assistance Center, the manager and government technical experts.
Confirm that systems/applications are working properly.
Ensure that the proper versions of software are running on operational and test systems and implement minor patch updates as required.
Test and verify that each tool is operating at its optima performance and take corrective action to those that are not.
Ensure that backups of the system are done.
Test/assist with testing new product releases updates.
Perform life cycle support for all tools in the organization.
Maintain and help establish new policies/templates relating to traps/alerts per device type for the most pro-active incident management. These might be standard traps, syslog events or new thresholds established.
Provide input to enhance fault/incident management activities through proactive problem management activities. These include but are not limited to: assisting with the analysis of past incident reporting metrics/trends and analysis of performance metrics/trends to identify problems and work towards the identification of known errors and mitigation to reduce the recurrence of incidents.
Provide 24/7 support (call-in) as may be required in the restoration of tools supported. Telephone response is required within 1 hour after that, at a maximum. FULL-SCOPE POLY REQUIRED