Monitoring Engineer I

Mercy Ships; Town of Texas (WI); Remote; USD 61,000 - 67,000; Full time

Job summary

Mercy Ships is seeking a Monitoring Engineer II to ensure the effective monitoring of IT infrastructure across multiple locations. This full-time, remote role involves alert management, troubleshooting, and collaboration with IT teams to optimize performance and support capacity planning. Ideal candidates will possess a Bachelor's degree, strong communication skills, and relevant experience in IT monitoring.

Qualifications

• 2-3 years in IT monitoring or related roles.
• Experience with enterprise monitoring and ticketing systems.
• Completion of Mercy Ships Entry Training within the first year.

Responsibilities

• Oversee IT systems for outages using monitoring tools.
• Respond to incidents and assess impacts.
• Maintain technical documentation and reports.

Skills

Communication

Customer Service

Problem-Solving

ITIL

Monitoring Systems

Education

Bachelor’s degree in IT or Computer Science

Tools

Monitoring Tools

Ticketing Systems

Job description

Mercy Ships is a global faith-based charity that uses hospital ships to bring life-changing surgeries and transformational medical training to people in some of the most challenging contexts along the African coast. For over 40 years, Mercy Ships has been delivering lasting hope and healing through safe surgical care, while working alongside partners and stakeholders to strengthen local healthcare systems in more than 55 countries. Since its inception in 1978 by founders Don and Deyon Stephens, Mercy Ships has served more than 2.7 million beneficiaries regardless of race, gender, or religion.

The Opportunity

Do you have a heart for the hurting and a desire to invest your talents and experiences into a mission with eternal significance? For every transformative surgery onboard our Mercy Ships, many are being prepared through their vocational gifts and talents.

This is a FULL TIME, REMOTE opportunity. Compensation ranges from $61,000 to $66,200 based on experience.

Role Overview

The Monitoring Engineer II is responsible for overseeing IT infrastructure, applications, and services across multiple locations. This includes monitoring outages, performance issues, and risks via various tools, and ensuring timely alerts are communicated to SME teams to facilitate effective incident resolution.

Key Responsibilities

1. Monitoring and Alerting: Oversee IT systems for issues using monitoring tools, and design/configure alerting platforms.
2. Troubleshooting and Diagnosis: Investigate issues flagged by monitoring tools and collaborate with teams for resolution.
3. Incident Management: Notify SME teams of incidents, assess impact, and participate in restoring services.
4. Performance Analysis and Optimization: Analyze system data to identify bottlenecks and recommend improvements.
5. Collaboration and Communication: Work with IT teams to ensure seamless operations.
6. Contract Service Provider Management: Manage vendor contracts, monitor SLAs, and maintain relationships.
7. Documentation and Reporting: Maintain technical documentation and generate performance reports.
8. Training and Continuous Improvement: Provide training on monitoring tools and seek process enhancements.
9. Capacity Planning and On-Call Support: Support capacity management and provide urgent support outside working hours.
10. Travel: Willing to travel up to 25% domestically and internationally.

The Ideal Candidate

• Strong communication and customer service skills.
• Problem-solving skills and ability to handle multiple priorities.
• Proficiency with monitoring, alerting, and ticketing systems.
• Knowledge of ITIL methodologies.
• Willingness to travel internationally and adhere to health policies.

Qualifications & Experience

• Bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
• 2-3 years in IT monitoring or related roles.
• Experience with enterprise monitoring and ticketing systems.
• Experience in a global or multi-site environment is a plus.
• Completion of Mercy Ships Entry Training within the first year.

Join us in a mission that offers eternal impact. To learn about volunteer opportunities, visit: https://www.mercyships.org/get-involved/volunteer/

Note: Compensation listed is for U.S. hires; actual may vary by location.