Overview:
We are seeking a full-time IT Operations Specialist 1 at Garmin's U.S. headquarters in the Greater Kansas City area. In this role, you will be responsible for providing front-line monitoring support for Garmin's IT Operations systems using monitoring and management tools. Coordinates with Application Engineering, and customers inside and outside of IT to ensure IT infrastructure components and critical applications are supported and managed effectively. Facilitates Major Incident management processes, supporting timely triage, escalation, communication, and follow-through. Contributes to operational reporting, documentation, and continuous improvement efforts while learning, researching, and helping deploy new tools and capabilities.
Responsibilities:
Essential Functions
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Must be willing to work any shift in a 24x7x365 work environment; weekend, holiday, off-hours, and on-call work may be required.
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Learns and uses Garmin’s monitoring, alerting, and management systems to enable real-time analysis of events and incidents.
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Monitors and responds to critical alerts by following documented procedures; performs basic troubleshooting, resolution, and escalation.
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Facilitate Major Incident (outage) processes, helping ensure appropriate IT resources respond, communicate, and complete follow-on activities.
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Maintains records of daily communications, incidents, problems, and remedial actions; uses ticket management systems to track work and report performance KPIs.
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Provides analysis and reports for monthly operations reviews and quarterly segment reviews; supports measuring and monitoring operations processes.
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Identifies recurring trends and recommends/implements proactive measures to prevent or minimize repeat occurrences; reviews techniques and trends that translate to operational action items.
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Gathers and documents detailed requirements for business needs; conducts basic stakeholder/user interviews and collaborates on appropriate solution design.
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Uses and maintains instructions and knowledge articles for IT systems and infrastructure components; ensures proper function of tools and reports and validates compliance with enterprise standards, policies, and procedures.
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Works effectively with team members by learning from and sharing knowledge; documents work in an organized manner and contributes to knowledge bases.
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Escalates irresolvable issues to advanced support teams or SMEs; notifies and facilitates communication with designated personnel in the event of hardware/OS/software failure.
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Applies basic standards and procedures to accomplish tasks; demonstrates proficient use and knowledge of standards, procedures, and operational best practices.
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Develops and helps implement ideas that improve production and operational outcomes.
Qualifications:
Basic Qualifications
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Bachelor's degree in a technology related field and 1 year IT or technical experience supporting applications, endpoints, servers, or networks in an operations, service desk, NOC, or similar environment OR equivalent combination of education and relevant experience.
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Demonstrated ability to maintain technical currency through outside research, study, and training; ability to independently learn basic technical concepts.
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Basic familiarity with troubleshooting technical issues and using infrastructure research tools; ability to identify and resolve problems of basic scope using proper tools and techniques.
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Familiar with service, monitoring, and documentation tools (e.g., Microsoft Service Manager, SolarWinds, Wiki) or equivalent tools.
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Demonstrated ability to exercise strong and effective verbal, written, and interpersonal communication skills in a small team or departmental setting; must be team-oriented with a positive attitude and work well with others.
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IT Operations related experience (or strong interest) in areas such as incident analysis/handling, Major Incident Management, and Problem Management.
Desired Qualifications
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Experience with one or more of the following: network operations/engineering or system administration on Linux, or Windows.
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Experience and/or training with enterprise IT systems; ability to work in a fast-paced, dynamic environment.
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Experience with an alert aggregation/management tool (e.g., OpsGenie or PagerDuty) and monitoring tools such as AppDynamics, Uptrends, Splunk, or Zabbix
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Assists technical teams with projects, initiatives, and basic support issues as assigned; may project-manage short-term efforts needing accelerated execution.
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CompTIA IT Fundamentals+ Certification
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CompTIA IT A+ Certification
Garmin International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran's status, age or disability.
This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits
