Global Command Center Specialist II 2nd Shift Date: Oct 10, 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 Graingers 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. 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. Job Segment: Cisco, Computer Science, Developer, Java, Linux, Technology