Who We Are

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 the inception of this dream by founders Don and Deyon Stephens in 1978, Mercy Ships has served more than 2.7 million direct beneficiaries without regard for 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 that takes place onboard one of our Mercy Ships, there are dozens of men and women being used of the Lord to prepare the way through their vocational gifts and talents!

**This is a FULL TIME, REMOTE opportunity. Compensation for this role is $61,000 - $66,200 based on experience.

The Monitoring Engineer II plays a crucial role in the continuous oversight of IT infrastructure, applications, and services across various locations. This position is responsible for monitoring outages, performance issues, and potential risks through various monitoring tools and third-party services. The engineer ensures that timely and informative alerts are communicated to Subject Matter Expert (SME) teams and collaborates on resolving issues and incidents effectively. This role is integral to the IT incident management processes.

How You’ll Contribute

Monitoring and Alerting

• Continuously oversee IT infrastructure, applications, and services for performance issues, outages, and potential risks using advanced monitoring systems and tools.
• Design and configure monitoring and alerting platforms, ensuring seamless integration with other IT tools.

  Troubleshooting and Diagnosis

• Investigate and diagnose issues flagged by monitoring tools, collaborating with other teams for effective resolution.

  Incident Management

• Actively contribute to incident management processes by notifying SME teams of alerts and incidents, assessing their impact, and collaborating to restore services promptly.

  Performance Analysis and Optimization

• Analyze system performance data to identify bottlenecks, optimize performance, and recommend actionable improvements.

  Collaboration and Communication

• Collaborate with various IT teams (e.g., systems, network, applications) to address issues and ensure seamless IT operations.

  Contract Service Provider Management

• Manage contracts with service providers to secure reliable and cost-effective services, including negotiating terms, monitoring service level agreements (SLAs), resolving performance issues, optimizing contract renewals, and maintaining vendor relationships to support operational needs.

  Vendor Management

• Engage with vendors to support monitoring tools and ensure their integration with existing systems.

  Documentation and Reporting

• Maintain precise technical documentation, generate reports on monitoring data, and track performance metrics.

  Training and Documentation

• Provide comprehensive training and documentation for IT staff on monitoring tools and processes.

  Continuous Improvement

• Identify opportunities for improvement in monitoring processes and tools, contributing to the ongoing enhancement of monitoring solutions.

  Capacity Planning

• Assist in capacity planning and management by providing insights on system usage and performance.

  On-Call Support

• Offer on-call support to address urgent issues outside of standard working hours.

  Additional Responsibilities

• Travel up to 25% domestically and internationally to Mercy Ships locations as required.
• Perform other duties as assigned by the Senior Global IT Manager.

  The Ideal Candidate

• Excellent communication and interpersonal skills with a strong customer-centric approach.
• Strong problem-solving abilities with the capacity to manage multiple priorities effectively.
• Proficiency in IT monitoring tools, alerting systems, and ticketing systems.
• Ability to document and implement IT monitoring and alerting processes and procedures.
• Knowledge of ITIL incident and problem resolution methodologies.
• Commitment to Mercy Ships' mission, vision, and core values.
• Willingness to travel internationally for extended periods, up to three weeks or more per trip.
• Compliance with Mercy Ships vaccination and health policies.

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• A minimum of 2-3 years of experience in IT monitoring or a related role.
• Experience with enterprise monitoring, alerting, and ticketing systems.
• ITIL Foundation certification preferred.
• Experience in a global or multi-site organization is advantageous.
• Successful completion of Mercy Ships Entry Training within the first year of employment.

Pour your God-given talents into a mission with eternal return on investment -- join the Mercy Ships Crew, today!

This is a paid position. To explore our many Mercy Ships volunteer opportunities, please visit us at: https://www.mercyships.org/get-involved/volunteer/

**Compensation range listed is for U.S. hires only. Actual compensation may vary dependent upon location of hire.