Global Command Center Specialist II

Grainger Businesses • Jacksonville, FL

5d • $28 - $46 • Hybrid

About The Position

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 in maintaining the highest level of system availability and performance; ensuring that all service level objectives are met; and working and Level 2/3 engineers to quickly restore planned and unplanned Grainger IT services outages.

PLEASE NOTE: This is a Hybrid role (at least 1 or 2 days a week onsite) that requires all candidates to be based full time in the Jacksonville, FL area willing and able to work the 1st shift from 6.50 AM to 3.20PM EST. This position also requires one weekend day, either Saturday or Sunday (flexible on which day) coverage, no exceptions. NO VISA SPONSORSHIP IS AVAILABLE AT THIS TIME.

Requirements

• High School Diploma/GED or equivalent experience preferred
• 2+ years experience working in a Network Operations Center or Command Center environment required
• 2+ years experience working with 24X7 highly-available infrastructures including Unix, Linux, Windows, VMware, EMC SAN storage, and Cisco LANs and WANs required
• 2+ years experience troubleshooting enterprise systems and networks required
• 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
• Ability to thrive in a team-oriented, fast-paced environment with ability to work on multiple deliverables
• Strong problem-solving and analytical skills
• 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.

Nice To Haves

• Bachelor's Degree College degree in Computer Science preferred
• Any experience with Automation tools such as Ansible would be a plus
• CCNA - Cisco Certified Network Technician preferred
• CCNP - Cisco Certified Network Professional preferred
• Microsoft IT Professional (MCITP) preferred
• Microsoft Certified Systems Engineer (MCSE) preferred
• VCP preferred
• Red Hat RHCSA or RHCE preferred
• OSCA preferred or
• OSCSA preferred
• EMCSA preferred
• ITILv3 Foundation certification preferred
• MIS preferred

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
• 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

Benefits

• With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including:
• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED