Service Delivery Analyst - Enterprise Monitoring and Event Management Associate III

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!

Job Title: Service Delivery Analyst – Enterprise Monitoring and Event Management Associate III

Position Summary

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.

On-Call Requirement: Participation in a 24/7 on-call rotation

Location: Pittsburgh, PA - Hybrid

Job Duties And Responsibilities

Enterprise Monitoring Platform Ownership & Administration

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

Monitoring Implementation & Operational Support

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

Device, Application & Service Onboarding

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

Alerting, Event Management & Noise Reduction

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

Dashboards, Reporting & Documentation

Maintain operational and executive monitoring dashboards Provide availability, performance, and monitoring-related reporting as requested Document monitoring standards, platform configurations, procedures, and support documentation

Collaboration & Continuous Improvement

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

Additional Responsibilities

Perform other job-related duties as assigned Storm role duties as assigned

Education And Experience Required

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 and processes

Preferred Qualifications

4–6 years of experience supporting enterprise monitoring platforms or similar infrastructure environments Experience supporting hybrid and cloud-based monitoring environments Experience migrating or transitioning monitoring platforms and monitoring strategies Familiarity with SolarWinds modules (NPM, SAM, VMAN, WPM, NCM) Familiarity with Azure Monitor, Log Analytics, alerting, and dashboarding concepts Experience integrating monitoring platforms with ITSM tools (ServiceNow, Jira, Halo, Cherwell, etc.) Basic scripting or automation experience (PowerShell, Python) Experience supporting enterprise event management and operational monitoring processes

Skills & Abilities

Strong hands-on enterprise monitoring platform administration Proficiency with SolarWinds, Azure Monitor, Prometheus, or similar tools Knowledge of servers, networking, virtualization, cloud services, and enterprise applications Ability to configure monitoring, alerts, thresholds, dashboards, and reporting Strong event management, incident support, and troubleshooting skills Ability to identify monitoring gaps and improve operational visibility Expertise in alert tuning, noise reduction, and platform optimization Understanding of ITIL, Change Management, Problem Management, and ITSM processes Strong documentation and operational process discipline Basic scripting and automation skills, including PowerShell or Python Effective cross-functional communication and collaboration Ability to work independently and support a 24/7 operational environment

Scope

Primary focus is on daily deliverables, outputs and reporting. Typically, accountable for managing one's own time and workflow. Responsible for using prescribed guidelines to analyze situations and solve problems. Work activities are typically moderate to complex in nature requiring the incumbent to draw on previous knowledge to perform role. Continues to build knowledge base but has a solid foundation to act independently the majority of the time. Still draws on experts and managers when needed but less frequently.

Decision Impact

The problems and issues faced are vague. Incumbent draws on past experience on a regular basis. Accountable for direct level of reasoning and decision making.

Hybrid Work

Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

Storm Roles

All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company. Examples of storm roles could include but aren't limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.

Data Governance

Utilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at [email protected] and describe the specific accommodation requested for a disability-related limitation.