What are the responsibilities and job description for the IT Operations Specialist 2 (Wednesday- Saturday 3.pm- 1.am) position at Garmin?
Overview
We are seeking a full-time IT Operations Specialist 2 at Garmin's U.S. headquarters in the Greater Kansas City area. In this role, you will be responsible for providing first and second level support to end users and responding to alerts through moderately complex troubleshooting, resolution, or escalation steps.
Essential Functions
This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits
We are seeking a full-time IT Operations Specialist 2 at Garmin's U.S. headquarters in the Greater Kansas City area. In this role, you will be responsible for providing first and second level support to end users and responding to alerts through moderately complex troubleshooting, resolution, or escalation steps.
Essential Functions
- Plays key role in monitoring, incident resolution, and Major Incident Management coordination by understanding Garmin policies, processes, and tools for consistent support of critical applications and infrastructure across Garmin while working alongside embedded operations team
- Monitors and responds to critical alerts raised by monitoring systems
- Follows procedures defined by run books
- Facilitates incident management outage procedures, helping to ensure IT department resources have properly responded to and communicated about Major Incidents
- Designs action plans for internal IT Ops process improvements based on recurring trends
- Recommends and implements proactive measures to prevent/minimize repeat problem occurrences and follows-through on recommendations
- Notifies and facilitates communication with designated associates in the event of hardware/operating system/software failure
- Assists associates in more senior roles on projects, initiatives, and complex support issues as assigned
- May implement predefined measures to prevent/minimize repeat problem occurrences and follows-through on recommendations
- Makes recommendations for component level improvements, identifies interdependencies in system/application components, and creates/modifies internal work instructions
- Collaborates with IT Operations team members to update/create knowledge shares to contribute to existing knowledge base
- Demonstrates proficient use/knowledge of standards/procedures
- Provides reliable solutions to a variety of problems using sound problem solving techniques including performing root cause analysis and identification of corrective action for given problems
- Communicates in written/verbal form effectively in a large team or departmental setting
- Serves as a mentor to less experienced IT Operations Specialists
- Must be willing to work any shift in a 24x7x365 work environment, weekend and holiday hours required
- Bachelor's Degree OR a minimum of 4 years IT or technical experience
- Demonstrates moderate familiarity with troubleshooting and research tools and asset, service, monitoring, and documentation tools
- Demonstrates strong and effective verbal, written, and interpersonal communication skills
- Must possess the ability to lift up to 55 lbs to effectively perform the essential functions of this job description
- Moderate experience with one or more of the following: Network operations, engineering, or System administration on Unix, Linux, or Windows
- IT Operations related experience (ex. incident analysis, incident handling, Major Incident Management and Problem Management)
- Broad knowledge of IT services, applications, and infrastructure
- Ability to develop basic skills in analytical acumen: project management capabilities, teamwork, critical thinking, communication, continuous process improvement.
- CompTIA IT Fundamentals Certification
- CompTIA IT A Certification
- Certification in one of Microsoft Certificate Programs
- Experience with an alert aggregation/management tool like PagerDuty
- Experience with monitoring tools such as App Dynamics, Solarwinds, Splunk and Zabbix
This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits