IT Operations Center Support Specialist ~

This position is responsible for supporting and monitoring the performance and availability of critical systems within the Costco environment. This includes, but will not be limited to: eCommerce (third party services, content publishing, custom applications, order management, etc.), SAP, Citrix, Kronos, VMware, Internet performance and latency, POS, Servers, network and Security related events. The IT Operations Center Support Specialist will provide oversight and assistance regarding resolution of Costco I.S. ecosystems (applications, infrastructure, web layers, middleware, network, etc). This person must understand how different types of systems integrate together and be able to pinpoint where the actual issue is occurring. The IT Operations Center Support Specialist must also be able to determine which issues are false positives and document/work with other teams to get these types of alerts suppressed.

Tasks and responsibilities

• Participates in the ongoing process of investigating, troubleshooting, and providing resolutions to technical issues.
• Be able to quickly develop a comprehensive understanding of the applications and infrastructure within the eCommerce environment and how they impact member experience and site performance, stability, and quality.
• Provides support and response in a 24x7x365 environment.
• Be able to work closely with application and infrastructure teams to stay informed of changes that could affect functionality and site operations.
• Ability to coordinate across teams, working closely with peers to ensure the appropriate focus and sense of urgency is applied to all production issues.
• Must be able to accurately troubleshoot, document and reproduce issues occurring on the website(s).
• Builds collaborative relationships within the organization.
• Contact Costco locations and management to troubleshoot power outages and device issues.

Required skills and abilities

• Strong communication skills with the ability to concisely and effectively communicate across teams.
• Good technical documentation skills required.
• Available for various shifts, including nights, weekends and holidays as needed. Shifts may fluctuate with staffing.
• Advanced skills in troubleshooting and analysis.
• Background in support, operations and large eCommerce environments.
• Ability to work a wide variety of different shifts, including days, nights, weekends and holidays.
• Demonstrated strong work ethic, customer service skills, and superior phone etiquette.
• Outstanding attention to detail, accuracy and quality of work.
• Experience with services management processes such as Incident, Problem, Change, and Knowledge Management.

Recommended skills, abilities, and certifications

• Familiarity with multiple Costco business areas from an I.T. perspective.

• Basic knowledge of scripting languages (Javascript, Google Apps, HTTP).

• Degree in Computer Science (or a related technical field) or equivalent relevant work experience.
• Experience with AIX, Windows, Linux, HTTP, web services, IP networking, Java-based applications and eCommerce platforms.
• Experience with monitoring components such as: Application health, system availability and performance.

• Knowledge of the Service Desk or Call Center business processes is desired.
• The ability to manually correlate issues using the following information: Baselines, trending, and normal ranges.

• Previous experience monitoring and troubleshooting critical systems.
• Experience with the following monitoring technologies: Dynatrace, Tivoli, BSM OMi, vSphere, FireEye, McAfee EPO, SCOM, NNM, SPLUNK.
• Experience with services management processes such as Incident, Problem, Change, and Knowledge Management.

Apply: Use the link below to upload all required documents to

https://chm.tbe.taleo.net/chm02/ats/careers/requisition.jsp?org=COSTCO&cws=1&rid=1852

Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H1-B visas. If hired, you will be required to provide proof of authorization to work in the United States. Apart from any religious or disability considerations, open availability is needed to meet the needs of the business.