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Global Command Center Specialist II 2nd Shift

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Date: Nov 27, 2018

Location: JACKSONVILLE, FL, US, 322542770

Company: Grainger

Global Command Center Specialist ll

 

Primary Function:

 

This role involves the handling and resolution of escalated events, incidents and problems across Grainger’s Enterprise IT landscape including production networks, systems and major applications; assisting and mentoring Level 1 coordinators in maintaining the highest level of system availability and performance; ensuring that all service level objectives are met; and working with Level 1 coordinators and Level 2/3 engineers to quickly restore planned and unplanned Grainger IT services outages.

 

 

Principal Duties & Responsibilities: 

  • Resolve IT service events, incidents and problems escalated by Level 1 GCC Coordinators
  • Ensure IT service availability and performance goals and objectives, outlined in SLAs and OLAs are met on a consistent and continual basis
  • Assist and mentor Level 1 GCC Coordinators in proactively monitoring Grainger IT environments to prevent the occurrence of incidents and problems
  • Follow, execute, and maintain runbooks to resolve application incidents
  • Ability to navigate through monitoring dashboards such as Splunk and Dynatrace to analyze application issues
  • Follow and execute incident, problem, request, release, change, knowledge and continuous improvement processes
  • Collaborate with GCC staff, vendors and stakeholders to assess severity and scope of events and incidents in order to prioritize resolution
  • Engage Level 2/3 engineers when necessary to resolve incidents and problems
  • Contribute to the creation and maintenance of GCC standard operating procedures and knowledge articles used by the GCC staff
  • Develop and document workarounds that quickly restore IT service
  • Support problem management process to prevent recurring events and incidents
  • Good understanding of IT infrastructure performance management concepts and practices
  • Develop knowledge of critical business processes and related application interactions.
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Preferred Education & Experience: 

 

  • 2+ years of experience working in a Network Operations Center or Command Center environment
  • 2+ years of experience working with 24X7 highly-available infrastructures including Unix, Linux, Windows, VMware, EMC SAN storage, and Cisco LANs and WANs
  • 2+ years of experience troubleshooting enterprise systems and networks
  • One or more of the following certifications is preferred: CCNA/CCNP, MCITP/MCSE, VCP, RHCSA/RHCE OSCA/OSCSA or EMCSA
  • ITILv3 Foundation certification preferred 
  • 4 year College degree in Computer Science / MIS
  • Experience with ITSM tools (ServiceDesk, Service-Now, Remedy, and etc.)
  • Experience with IT event monitoring and scheduling tools (i.e.& Netscout, Zenoss, Splunk, Redwood, etc.)
  • Ability to effectively prioritize and execute tasks appropriately, on time and to a high standard
  • Demonstrate strong initiative, self-motivation, and commitment to the job
  • Ability to thrive in a team-oriented, fast-paced environment with ability to work on multiple deliverables
  • Ability to work independently; self-starter
  • Strong problem-solving and analytical skills
  • Familiarity with Application Performance Management (APM) tools. Exposure in using Dynatrace is preferred. 
  • Ability to analyze cpu sampling/thread dumps/memory dumps. Good knowledge on how Garbage Collection works in JAVA
  • Understanding of how Content Delivery Networks (CDNs) work
  • Exposure to Synthetic monitoring tools such as Catchpoint, Keynote, Gomez. 
  • Knowledge on Front-end Performance. Understanding of page anatomy (waterfall, how browser works, browser caching, usage of browser dev tools, some best practices from front-end performance perspective)
  • Cognizant about customer experience management tools such as Tealeaf 
  • Skillful to use collaborative tools like Slack, etc
  • Capability to draft root cause analysis (RCA) 
  • Good documentation skills in creating run-books, and follow run books created by others and execute actions necessary to fix the issue at hand
  • Decent knowledge on how cloud platforms work.
  • Experience in identifying the gaps in the process and documentation related to monitoring activities.

 

“Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability, or protected veteran status.”

 

 


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