About the Role
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.
You Will:
Enter the 5-10 principal duties & responsibilities here (no more than 10)
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
You Have:
High School Diploma/GED or equivalent experience preferred
Bachelor's Degree College degree in Computer Science 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
Any experience with Automation tools such as Ansible would be a plus
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.
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