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

Requirements

High School Diploma/GED or equivalent experience preferred
Bachelor's Degree College degree in Computer Science preferred
Experience with Automation using tools such as Ansible Automation Platform systems.
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.)

Benefits

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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingautomationnetwork operationsincident managementproblem managementapplication monitoringservice availabilityperformance goalsrunbooksworkarounds

Soft Skills

mentoringcollaborationcommunicationproblem-solvingorganizational skills

Certifications

High School DiplomaGEDBachelor's Degree in Computer Science