It Operations Monitoring Analyst

Costco IT is responsible for the technical future of Costco Wholesale, the third largest retailer in the world with wholesale operations in fourteen countries. Despite our size and explosive international expansion, we continue to provide a family, employee centric atmosphere in which our employees thrive and succeed. As proof, Costco ranks seventh in Forbes “World’s Best Employers”.

This is an environment unlike anything in the high-tech world and the secret of Costco’s success is its culture. The value Costco puts on its employees is well documented in articles from a variety of publishers including Bloomberg and Forbes. Our employees and our members come FIRST. Costco is well known for its generosity and community service and has won many awards for its philanthropy. The company joins with its employees to take an active role in volunteering by sponsoring many opportunities to help others.

Come join the Costco Wholesale IT family. Costco IT is a dynamic, fast-paced environment, working through exciting transformation efforts. We are building the next generation retail environment where you will be surrounded by dedicated and highly professional employees.

IT Operations (Ops) Monitoring Analysts are responsible for tracking and assessing potential issues relating to applications, systems, and devices. IT Ops Monitoring Analysts track all incoming alerts using various tools and perform actions based on predefined instructions. This position includes performing 1st and 2nd level troubleshooting, manual alert correlations, determining false positives, and resolving issues as required. ITOps Monitoring Analysts work with other teams to create and/or improve triage steps and processes and are well versed in how Costco systems are integrated and/or aligned.

If you want to be a part of one of the worldwideBEST companies “to work for”, simply apply and let your career be reimagined.

ROLE

• Monitors all incoming alerts using various tools and quickly performs actions based on Knowledge Base article instructions and On-Duty dashboard assignments .

• Analyzes and determines false positives while using manual correlation to understand how different types of systems integrate together.

• Researches, troubleshoots, documents, escalates, or resolves 1st and 2nd level issues.

• Adheres to team Service Level Agreements (SLAs) by creating, triaging, escalating, and closing incidents in a timely manner.

• Creates and edits Knowledge Base articles, team runbooks, the team websites, and other technical documentation.

• Provides subject matter expertise (SME) input on monitoring and/or triage tools used by the team.

• Evaluates the impact of warehouse or other production changes, project tasks, and downtime notifications to validate monitoring alerts.

• Participates in critical incident bridge calls during major incidents.

• Proficient and up to date on all procedures performed on day and night shifts

• Creates training material and trains new and existing team members and provides mentorship and support to peers

• Creates and maintains team processes and automation scripts.

• Identifies and resolves problems, often anticipating issues before they occur or before they grow; develops and evaluates options and implements solutions to reduce the escalation of issues.

• Leads and/or participates in team meetings, creates meeting agendas with IT Operations Center (ITOC) management, and documents action items for process improvement.

• Identifies monitoring opportunities or correlation rules based on monitoring, application, or incident observations.

• Adheres to incident, problem, knowledge, and event management procedures.

• Leads projects using Agile frameworks and is responsible for ensuring deadlines are met and roadblocks are eliminated.

• Identifies and tracks project tasks, issues and dependencies, ensures follow-through, communication and appropriate actions are taken by the due date.

• Describes tasks, procedural steps, organizations/people involved, required input/output information, processes, and tools needed for each step in a process.

• Supports and maintains effective relationships across teams, working closely with peers to ensure the appropriate focus and sense of urgency is applied to all issues.

• Collaborates with other teams on new monitoring requests, Knowledge Base articles, process or procedure changes, as well as cross training.

• Articulates technical issues or instructions to those that are not technical.

• Communicates effectively with peers and stakeholders while making critical judgments in support of the business.

• Develops a comprehensive understanding of the applications and infrastructure within the eCommerce environment and how they impact employees or members.

• Stays informed of production changes to determine the impact of alerts, applications or device functionality.

• Coordinates across teams, collaborating closely with peers to ensure the appropriate focus and sense of urgency is applied to all issues.

• Troubleshoots, reproduces, and documents issues and other pertinent information in Incidents.

• Contacts Costco locations in order to troubleshoot power outages and devices or application issues; able to communicate technical jargon to those that are not technical in a way that is understandable.

• Uses technical writing skills to create and maintain Knowledge Base articles.

• Prepares and distributes turnover documents.

• Handles incident queues and performs various tasks, and determines business impact according to ITIL Incident Management guidelines.

• Handles ad hoc requests and completes frequent required training and adapts to changing procedures as required to support the business.

• Participates in the ongoing process of investigating, troubleshooting, and providing resolution to technical issues during extended shift hours in a 24x7x365 environment.

REQUIRED

• 1+ years’ experience working on an Operations style team and/or Service Desk responsible for troubleshooting networking devices, server issues, and large-scale business critical applications which includes eCommerce and SAP environments.

• 1+ years’ experience with ITIL processes including: Incident, Problem, Change, and Knowledge Management; must have experience creating and handling critical incidents.

• Proficient in troubleshooting and analysis of network, applications, systems, and device issues.

• Ability to work independently or collaborate with others in an intense and dynamic work environment.

• Attention to detail, maintains high quality work while handling a large volume of alerts; is able to multitask in a fast-paced environment.

• Experienced in professional written and oral communications, including technical writing, phone etiquette, and customer service skills.

• Process-oriented; understands the organizational benefits of processes and the need for compliance.

• Suggests or implements improvements to team processes and procedures.

• Shows initiative and has a strong desire to share knowledge with others.

• Experience mentoring and training coworkers on new or changed procedures.

• Identifies and tracks project issues and dependencies, ensures follow-through and appropriate actions are taken to complete the project on time.

Recommended

• Degree in Computer Science (or a related technical field) or equivalent relevant work experience.

• ITIL Foundations Certification preferred.

• Experience triaging issues with servers, web services, networking devices, SAP, Java-based applications, and large eCommerce platforms.

• Remains calm in high stress situations such as handling alert storms and business critical issues.

• Basic understanding of monitoring and alerting of: Application health, system availability, latency, performance, and end-to-end monitoring.

• Working knowledge of various applications, network monitoring, and alerting software.

• Basic knowledge of scripting languages, including Javascript, Google Apps Scripting, HTML, and Splunk Search Processing Language (SPL).

Required Documents

• Cover Letter

• Resume

California applicants, please click here to review the Costco Applicant Privacy Notice.

Pay Range: $31.25 - $40.87

We offer a comprehensive package of benefits including paid time off, health benefits - medical/dental/vision/hearing aid/pharmacy/behavioral health/employee assistance, health care reimbursement account, dependent care assistance plan, short-term disability and long-term disability insurance, AD&D insurance, life insurance, 401(k), stock purchase plan to eligible employees.

Costco is committed to a diverse and inclusive workplace. Costco is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to IT-Recruiting@costco.com

If hired, you will be required to provide proof of authorization to work in the United States. Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H1-B visas.