3-5 years of experience
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Employment Type:
Full time
Job Category:
Information Services
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Mgr, Global Command Center
Grainger | Jacksonville, Florida
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Job Description

Global Command Center Manager

Primary Function:


The Global Command Center (GCC) Manager is responsible for the overall operations and administration of Grainger's 24x7 production environment. This role involves the oversight of Shift Supervisors, Level 1 Coordinators & Level 2 Analysts and partners with Grainger vendors & team members to ensure availability and performance levels are met for Grainger's internal and external customers. Management responsibilities includes ensuring the operational efficiency with regards to incident response times/resolution, and request fulfillment. The GCC Manager must possess significant work experience in a production, mission-critical, revenue-impacing, revenue-dependent, 24x7 enterprise IT environment.


Principal Duties & Responsibilities: 


  • Oversee Grainger's Global Command Center (GCC) operations providing front-line triage & resolution for system events
  • Facilitate Major Incident resolution efforts (Priority 1/2 Incidents)
  • Collaborate with Operations Center staff (GCC and Help Desk), vendors and stakeholders to assess severity and scope of events and incidents in order to prioritize resolution
  • Communicate progress of Incidents(s) to relevant stakeholders including executive communications for major service disruptions/outages
  • Drive the overall strategic direction for process & technology improvements at the GCC in line with strategic roadmaps.
  • Ensure IT service availability and performance goals and objectives, outlined in SLAs and OLAs are met on a consistent and continual basis
  • Guide GCC staff in proactively monitoring Grainger IT environments to prevent the occurrence of incidents and problems
  • Ensure efficient execution of incident, problem, request, release, change, knowledge and continuous improvement processes
  • Lead and support the department leadership team objectives for all employees by facilitating individual career growth.
  • Build relationships and strategic alliances with IT teams to identify shift-left and automation opportunities to minimize the risk of business impact and increase front-line resolution at the GCC.
  • Develop policies, procedures, performance objectives and standards that are aligned with ES objectives and company initiatives.

Preferred Education & Experience: 


  • 4+ years experience managing in a Network Operations Center or Command Center environment
  • 4+ years of experience working with 24X7 highly-available infrastructures including Unix, Linux, Windows, VMware, EMC SAN storage, and Cisco LANs and WANs
  • 4+ years experience troubleshooting enterprise systems and networks
  • ITILv3 Foundation certification preferred 
  • 4 year College degree in Computer Science / MIS
  • Experience with ITSM tools (ServiceDesk, Service-Now, Remedy, and etc.)
  • Good understanding of IT infrastructure performance management concepts and practices
  • 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 concurrently
  • Strong problem-solving, facilitation, and analytical skills

"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."


About Grainger

W.W. Grainger, Inc. (Grainger) distributes facilities maintenance products, and provides services and related information used by businesses and institutions primarily in the United States, Canada and Mexico to keep their facilities and equipment running. Grainger is the supplier of facilities maintenance and other related products in North America. Its operations are managed in three segments: Grainger Branch-based, Acklands - Grainger Branch-based (Acklands - Grainger), and Lab Safety Supply, Inc. (Lab Safety). Grainger Branch-based is an aggregation of the Grainger Industrial Supply (Industrial Supply), Grainger, S.A. de C.V. (Mexico), Grainger Caribe Inc. (Puerto Rico), Grainger China LLC (China) and Grainger Panama S.A. (Panama). Acklands - Grainger is the Company's Canadian branch-based distribution business. Lab Safety is a direct marketer of safety and other industrial products. (Source: 10-K)

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