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.
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.
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.
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.
Formal Education & Certification
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.
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.