Operations Command Center Engineer II

Sonic Automotive•Charlotte, NC

3d•Onsite

About The Position

Job Summary- The Operations Command Center Engineer II (Eng II) is a key member of the Operations team that provides 24/7/365 support through on premise and specific on call coverage schedules, with 8 or 10 hour rotating shifts working two weekends a month. This professional will troubleshoot and support our teammate’s critical incidents in a fast paced environment, providing communication to the business and key stakeholders for business impacting outages. The Engineer will be level 3 support for all custom, all 3rd party applications, network, IPT, and infrastructure issues. They will standardize, create, and maintain support documentation (Knowledge Management) for the Operations Command Center.

Requirements

Active CCNA Certification
5+ years of Cisco IPT experience
5+ years of Firewall experience
5+ years of O365 / Exchange administration or support experience
5+ years of IT customer support experience
5+ years of application support experience.

Nice To Haves

Knowledge of the technology support industry.
Knowledge of company policies and procedures.
Working knowledge of operational support escalation.
Knowledge of ticketing systems.
Experience designing work flows or processes around mixed skill sets.
Effective communication and strong interpersonal skills required.
Must demonstrate tact and diplomacy.
Flexibility and handling ambiguity required.
Must possess strong problem solving and resolution skills.
Knowledge and experience with Microsoft Office products including Word, Excel and Visio.
Knowledge and experience with monitoring tool sets.
Ability to provide excellent customer service whether internally or externally.
Proficient knowledge and skill with Service Now ticketing system.

Responsibilities

Critical Incident Management (communicating with business)
Incident Management
Tier 3 support on all network infrastructure & applications
Knowledge Management
Act as the coordinator on Critical Incidents to ensure timely resolution.
Provide appropriate communication to the business during critical, production impacting events as outlined by support process.
Communicate with the technical teams as outlined in support process on all non-production impacting, critical events.
Maintain outage notification logs and follow documented escalation procedures where appropriate.
Serve as an Incident Coordinator watching aging tickets following the Incident Management Processes defined.
Assist in monitoring that all tickets are following the necessary escalation path and are resolved quickly.
Facilitate in the performance of root cause analysis to identify and recommend operational changes to the management team.
Provide support and assistance for third level troubleshooting on all of Sonic’s applications, network infrastructure and triage to vendors or operations for higher level escalations.
Assist in the documentation of all facets of technology including vendor documentation, circuit data, upkeep of dealership playbooks and knowledge base articles to ensure support success.
Maintain Sonic Standard Monitoring Platform.
Windows server, O365, and Exchange troubleshooting.
Exchange and O365 mail work.
Comply with Change Management controls and guidelines.