Share this Job

Global Command Center Supervisor 3rd Shift

Date: Nov 15, 2021

Location: JACKSONVILLE, FL, US, 32218-2261

Company: Grainger Businesses

Primary Function:

 

The Global Command Center (GCC) Supervisor is responsible for the operations and administration of Grainger’s 24x7 production environment. This role involves the operational supervision of level 1 and 2 specialists, and vendors to ensure availability and performance levels are met for Grainger’s internal and external customers. GCC Supervisor ensures the GCC staff performs 24x7 monitoring of Grainger’s facilities, infrastructure, application, database and security layers. The GCC Supervisor must possess significant work experience in a production, mission-critical, revenue-dependent, 24x7 enterprise IT environment.

 

 

Principal Duties & Responsibilities:

 

As a Global Command Center (GCC) Supervisor, you will be responsible for coaching, mentoring and developing team members. During this time, you will have to help your team effectively understanding and prioritize work, while keeping a proactive (eyes on glass) mentality and utilizing tools and dashboards. You will have to efficiently execute all ITIL principles (including Change, Problem, and Incident Management). Additionally, you will have to communicate and collaborate with operations staff, engineers, vendors, and stakeholders, to consistently assess severity and scope of events, and to prioritize final resolutions. All while maintaining a high standard of quality and timely responses.

 

 

Preferred Education & Experience:

 

A good candidate will have two or more years as a leader in a Network Operations Center or Command center environment, have experience with ITSM ticketing systems (such as ServiceDesk, Service-Now, Remedy, etc.). An understanding of enterprise infrastructure, such as (but not limited to) Linux, Windows, Unix, VMWare, LAN, and WAN technology.

We would prefer a candidate with an ITIL v3 (or v4) Foundation certification. While a 4-year college degree is a plus, it is not required. You should have previous experience building support documentation and be able to effectively communicate to various levels of technical understanding.

You should also be able to demonstrate the ability to effectively prioritize and execute tasks and be able to thrive in a fast-paced, team-oriented environment where you may have to work on multiple deliverables concurrently. Finally, you must have strong problem-solving, facilitation, and analytical skills.

 

 

Work Environment: 

 

  • Position requires 24x7 support, with some work off-hours via remote access and mobile phone.
  • Ability to participate in a rotational on-call schedule to support 24x7 Coverage
  • Position requires heavy interaction with global IT teams including developers, information/data security, networking, system administrators, and IT operations.
  • Some regional and international travel may be required.

 

Impact:

  • As primary contact for mission critical incidents, the GCC Supervisor is responsible for restoring business service due to unplanned performance or outages
  • Lead facilitator and coordination point for all mission critical triage and recovery efforts
  • This role will also support Global Command Center Manager in building a high performing team driven to consistency, operations excellence and superior customer service.

 

 

Working Relationships:

 

  • Reports directly to the Global Command Center Manager
  • Daily interactions with team members throughout Enterprise Systems (ES) and Business including senior leaders across the Grainger leadership team (GLT)
  • Integrates daily with external vendors and providers

 

“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.”