Work Location Type: Onsite
About Grainger:
W.W. Grainger, Inc., is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. At Grainger, We Keep the World Working® by serving more than 4.5 million customers worldwide with products and solutions delivered through innovative technology and deep customer relationships. Known for its commitment to service and award-winning culture, the Company had 2024 revenue of $17.2 billion across its two business models. In the High-Touch Solutions segment, Grainger offers approximately 2 million maintenances, repair and operating (MRO) products and services, including technical support and inventory management. In the Endless Assortment segment, Zoro.com offers customers access to more than 14 million products, and MonotaRO.com offers more than 24 million products. For more information, visit www.grainger.com.
Want more jobs like this?
Get Business Operations jobs in Jacksonville, FL delivered to your inbox every week.
Compensation:
This position is hourly. The anticipated base pay compensation range for this position is $26.88 - $35.86 per hour.
Rewards and Benefits:
- Medical, dental, vision, and life insurance coverage starts on day one of employment.
- Access to up to 50% of your paycheck based on hours worked before payday.
- 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, parental leave, and other benefits.
- Safety shoes provided (where applicable).
For additional information and details regarding Grainger's benefits, please click on the link below:
https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire
The pay range provided above is not a guarantee of compensation. The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills.
The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above.
Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.
Position Details
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 with Level 2/3 engineers to quickly restore planned and unplanned Grainger IT services outages. You will be working a 2-10pm shift, and be required to work in Jacksonville, FL office 2 days per week. You will be required to work weekend shifts.
You Will:
- 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:
- 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.
- Preferred- High School Diploma/GED or equivalent experience; Bachelor's Degree College degree in Computer Science
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.
We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one's employment, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.