Service Delivery Analyst - Monitoring and Event Mgmt Assoc. III

About the role

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania. Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team! The Service Delivery Analyst – Enterprise Monitoring and Event Management Associate III will act as a platform owner responsible for the day-to-day ownership, administration, maintenance, and optimization of enterprise monitoring and event management process. This role supports operational visibility, monitoring coverage, alert quality, and platform stability across both on-premise and cloud environments. The position is hands-on and execution-focused, emphasizing platform administration, monitoring strategy execution, operational support, event management and continuous improvement across tools such as SolarWinds, Azure Monitor, Prometheus, and related monitoring technologies.

Responsibilities

• Serve as the primary platform owner for enterprise monitoring and event management platforms
• Administer, maintain, patch, upgrade, and optimize monitoring platforms
• Ensure monitoring coverage remains accurate, current, and aligned with operational standards
• Maintain platform stability, availability, performance, and operational health
• Support implementation, configuration, and enhancement of enterprise monitoring solutions
• Participate in Change and Problem management processes to continuously augment and drive both reactive and proactive event management maturity
• Translate monitoring requirements, alerts, dashboards, and reporting needs into actionable platform configurations
• Validate monitoring accuracy and address monitoring gaps across infrastructure and applications
• Support monitoring for on-premise, hybrid, and cloud-based environments
• Onboard servers, network devices, applications, cloud services, and infrastructure components into monitoring platforms
• Maintain device groups, dependencies, thresholds, service monitoring, and alert configurations
• Ensure monitoring standards and operational best practices are consistently applied
• Configure and tune alerts to minimize false positives and alert fatigue
• Maintain alert thresholds, dependencies, suppression rules, and maintenance windows
• Support incident response through actionable monitoring and event management practice
• Assist with troubleshooting, escalation support, and operational issue analysis using monitoring data
• Maintain operational and executive monitoring dashboards
• Provide availability, performance, and monitoring-related reporting as requested
• Document monitoring standards, platform configurations, procedures, and support documentation
• Work closely with infrastructure, application, cybersecurity, cloud, and service management teams
• Follow established monitoring, event management, and ITSM processes
• Recommend incremental improvements to monitoring quality, operational visibility, and platform efficiency
• Perform other job-related duties as assigned
• Storm role duties as assigned

Requirements

• Bachelor’s degree in Information Technology or related degree
• 3+ years of relevant experience required
• Strong hands-on experience administering enterprise monitoring and event management platforms
• Experience supporting tools such as SolarWinds, Azure Monitor, Prometheus, or comparable enterprise monitoring solutions
• ITIL Foundation certification (v3 or later)
• Experience supporting 24/7 operational environments and on-call rotations
• Solid understanding of servers, networking, virtualization, cloud services, and enterprise applications
• Ability to work independently within defined operational standards