Senior Site Reliability Operations Specialist

Sherwin-Williams Cleveland , OH 44114

Posted 2 months ago

Founded in 1866, The Sherwin-Williams Company is a global leader in the manufacture, development, distribution, and sale of paints, coatings and related products to professional, industrial, commercial, and retail customers. The company manufactures products under well-known brands such as Sherwin-Williams, Valspar, HGTV HOME by Sherwin-Williams, Dutch Boy, Krylon, Minwax, Thompson's Water Seal, Cabot and many more. Sherwin-Williams branded products are sold exclusively through a chain of more than 4,100 company-operated stores and facilities, while the company's other brands are sold through leading mass merchandisers, home centers, independent paint dealers, hardware stores, automotive retailers, and industrial distributors. The company supplies a broad range of highly-engineered industrial and OEM coatings for wood and general industrial, coil, packaging, protective and marine, and transportation applications worldwide. Our 60,000 employees are diverse, innovative and passionate. With a variety of rewarding and challenging opportunities, Sherwin-Williams is a great place to find a career that takes you places.

The eCommerce Senior Site Reliability Operations Specialist position focuses on detection, remediation and prevention of incidents ensuring maximum availability and reliability for our users and customers. The position requires strong business process and technology knowledge coupled with an operational excellence mindset that supports a best in class customer experience. The role is responsible for working with the business and technical teams to identify applications, features and integrations that should be monitored. Creating monitoring dashboard and generating reports to increase visibility for KPIs. Develop and enforce service level agreements (SLAs) with key stakeholders. Define and enforce critical incident response processes including handling communication to business and technical stakeholders.. Define problem management processes to prevent future incidents by prioritizing and completing root cause analysis (RCA). Ensure non-critical production issues are routed and triaged to the appropriate teams. Train on new features released to customers to understand site functionality.

This is an individual contributor position.

Essential Functions

Incident Management

  • Initial incident management triage and ticket assignment to the appropriate team. Define and enforce across the IT E-Business COE critical incident response processes.

  • Define and enforce service level agreements between the provider and the customer that defines incident priorities, escalation paths, and response/resolution time frames.

  • Front line communication of high and critical incidents to key stakeholders.

  • Categorization of incident types for better data gathering and problem management.

  • Ensure Incident closure and documentation.

  • Interact with customer facing teams to address questions and problems.

Problem Management

  • Define problem management processes to prevent future incidents by prioritizing and completing root cause analysis (RCA).

  • Work with business and IT staff to understand the impact and priority of the problem.

  • Oversee plan development and execution for problem resolution.

  • Ensure progress on problems being addressed.

  • Proactively work with engineers to identify and remediate single points of failure.

Monitoring and Reporting

  • Identify applications, features, functions and integrations that should be monitored.

  • Partner with technical teams to ensure identified items are monitored.

  • Creation and oversight of monitoring dashboard.

  • KPI and Incident report generation for increased visibility.

  • Collaborate to define alerting thresholds are in place and relevant.

Incidental Functions

  • Work in a hybrid waterfall / agile development environment.

  • Conduct research into new technologies, including tools, components, and frameworks.

  • Perform task management and reporting as necessary.

  • Provide tier 2, on-call support for critical deployment problems and issues.

  • Assist with other projects as may be required to contribute to efficiency and effectiveness of the work.

  • Work outside the standard office 7.5 hour workday as required.

  • Coordinate and drive disaster recovery activities as needed

  • Up to 10% travel is required.

Position Requirements

Formal Education & Certification

  • Bachelor degree or foreign equivalent in a related field or equivalent experience.

Knowledge & Experience

  • 5 years IT experience.

  • 5 years IT operational support experience.

  • 5 years experience in customer service related work.

  • 2 years hands-on experience working with incident management.

  • A proven track record working with incident management tools and concepts.

  • Experience using agile project management tools (such as Rally or JIRA).

  • Working knowledge of Microsoft Office Suite.

  • Experience in developing operational metrics and data.

Preferred Qualifications and Skills

  • Experience with Agile and Waterfall development and release practices.

  • Experience with application monitoring software.

  • Experience with IT KPI reporting.

  • Experience influencing and negotiating in a professional environment.

  • Ability to chair, facilitate and lead meetings.

Personal Attributes

  • Strong written and oral communications skills.

  • Proven ability and initiative to learn and research new concepts, ideas, and technologies quickly.

  • Strong systems/process orientation with demonstrated analytical thinking, organization skills and problem solving skills.

  • Ability to work in a team-oriented, collaborative environment.

  • Ability to quickly pick up new tools and technologies.

  • Willingness and ability to train and teach others.

  • Ability to facilitate meetings and follow up with resulting action items.

  • Ability to prioritize and execute tasks in a high-pressure environment.

  • Strong presentation and interpersonal skills.

  • Ability to work effectively in a multi-cultural environment, and to lead and influence cross-organizationally with and without direct authority.

  • Ability to effectively move forward on tasks even with ambiguous or changing requirements.

Must be legally authorized to work in country of employment without sponsorship for employment visa status now or in the future.

Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, citizenship status, marital status, or any other consideration prohibited by law or contract. VEVRAA Federal Contractor requesting priority referral of protected veterans.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Site Reliability Support Manager

Federal Reserve Bank

Posted 2 months ago

VIEW JOBS 8/10/2019 12:00:00 AM 2019-11-08T00:00 Site Reliability Support Manager The eGovernment department within the Federal Reserve Bank of Cleveland is seeking a manager II or manager III for its Site Reliability Support team responsible for providing tier 2 technical support for several U.S. Treasury's revenue collections business lines. The Site Reliability team provides support for the systems, application development, and 24/7 operational support for the 6 U.S. Treasury business lines. The Site Reliability team has a wide range of responsibilities, including coordinating the staging and deployment of new releases, defining system monitoring requirements, responding to system monitoring alerts, assisting federal agencies with system-to-system onboarding activities, performing disaster recovery activities, coordinating infrastructure changes, and providing insight into troubleshooting technical issues. The incumbent will ensure that controls and procedures are in place and executed to maintain high availability for the system, commitments are met to deploy releases, technical operations are running smoothly, change requests are completed promptly, and that the team maintains high levels of customer satisfaction. He or she will be responsible for ensuring issues, risks or incidences are reported or escalated promptly, while keeping all stakeholders fully informed. This management role is responsible for providing input to and execution of strategic objectives related to the technical support of application development, software quality assurance, production operations, and the onboarding of federal agency system-to-system interface partners. He or she will be expected to collaborate with the U.S. Treasury and internal and external stakeholders to align strategies with business, Treasury, and Bank goals and objectives. Significant emphasis will be placed on expanding a continuous improvement culture to enhance operational excellence within the function and in the delivery of business value solutions to our stakeholders. Specific expectations are as follows: * Oversee daily operational support to ensure resources are allocated appropriately to address operational, application development and data analytics issues and requests in priority order; evaluate metrics and feedback to maintain highly satisfied customers. * Ensure issues and incidences are well managed, tracked thoroughly and escalated rapidly. * With projects assigned to Tech Support, ensure project plans are developed and well managed, with issues and risks tracked thoroughly and escalated rapidly. * Provide input to and guide the development, prioritization and implementation of strategic goals, objectives, tactical plans, and budget for the functional area. * Provide input into the design or purchase of technology products and services. * Lead software migration activities; ensure minimal negative customer impact for environmental and system upgrades. * Develop strong relationships with stakeholders. * Lead ongoing transformational changes within the functional area in the delivery of operational excellence. Create an environment that rewards, recognizes, and implements innovative ideas that positively impact performance for the Bank and the function. * Attract, develop and retain high caliber professional team members with diverse capabilities and backgrounds; provide career development guidance and mentoring for team members; meet periodically with team members to conduct timely, fair and honest performance assessments. CRITICAL BACKGROUND AND CAPABILITIES The successful candidate will be an experienced leader with broad and substantive knowledge of payments and current technologies and how they can add business value. The successful candidate will also have a proven track record of effective collaboration with customers and dedication to outstanding customer service. Qualifications: The following demonstrated qualifications are requisite for the position. * Bachelor's degree in Computer Science, Information Systems, or related field. * Site Reliability Support Manager II: 7 years of diverse professional work experience including 3 years of people management experience. * Site Reliability Support Manager III: 10 years of diverse professional work experience including 5 years of people management experience. * Experience in dealing with complex technical projects, assignments, or issues with a proven track record for completing assignments and/or projects on time and within budget. * Working knowledge through experience directly supporting or overseeing support of enterprise-wide internet systems running on platforms such as Red Hat Enterprise Linux or Solaris, WebLogic, and Oracle. * Demonstrated ability to develop productive and collaborative relationships with senior level management, peers, team members, and other key stakeholders. * Strong interpersonal skills and ability to work effectively with and build consensus among diverse constituents whose interests sometimes compete. * Experience in managing and developing people, multiple projects, and programs effectively, obtaining optimal outcomes. * Excellent written and oral communication skills. * Highly motivated professional demonstrating sound judgment and integrity. * Candidates must be a U.S. citizen and have resided in the U.S. for a minimum of three consecutive years. The Federal Reserve Bank of Cleveland is an Equal Opportunity Employer. We are dedicated to sustaining an environment in which diversity is valued and differences are strengths. It is the Bank's policy to provide equal employment opportunity for all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, gender identity or expression, genetic information or sexual orientation Federal Reserve Bank Cleveland OH

Senior Site Reliability Operations Specialist