IT Operations Engineer II

Cinemark•Plano, TX

1d•Hybrid

About The Position

This role is part of the End User Experience team within Cinemark's IT Operations organization. This team is responsible for End User Device Management, End User Application Management, End User Remote Access, Collaboration, Communications and Voice, Meeting Room and Audio Visual, Print Services, and Equipment Reservation services. The team serves as the primary IT contact for Cinemark's corporate staff, ensuring productivity across Windows, macOS, iOS, and Android. The position requires a proficient operations engineer who can independently manage recurring operational tasks end-to-end within the team's service area. This includes resolving a broad range of incidents and requests, executing standard changes, and enhancing the team's runbooks. A new program utilizing artificial intelligence to automate and deflect routine operations work is being established, and this role will be involved from the beginning to help shape its development. The primary support will be for Cinemark's corporate staff based in the United States.

Requirements

Hands-on proficiency with managing endpoints and end-user applications, the Microsoft 365 collaboration suite, meeting-room audio-visual systems, remote support, and endpoint security across Windows, macOS, iOS, and Android, with PowerShell and Terraform automation.
2 to 4 years of IT operations or infrastructure experience.
Solid grasp of ITIL incident, request, and change management.
ServiceNow experience.
Participation in the on-call rotation.
Bachelor's degree in a related field or equivalent experience.
2 to 4 years of relevant experience.

Nice To Haves

Relevant End User Experience certifications: Microsoft 365 or Modern Desktop certifications, Apple device management certifications, and ITIL.
Scripting or automation familiarity, such as PowerShell or Python.
Spanish or Portuguese language skills.

Responsibilities

Independently resolve incidents and service requests across the team's service area, owning them to closure in ServiceNow.
Execute standard and pre-approved changes in line with change management.
Support problem management by gathering data and assisting with root-cause analysis.
Author and improve runbooks and knowledge base articles.
Carry the on-call rotation independently, with subject-matter experts ready to jump in on the most unusual problems.
Operate the team's core toolset proficiently across multiple platforms.
Be available to assist in emergencies.
Travel as needed.
Perform other duties as assigned by management or the department head.