Operations Command Center Engineer II

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.

Essential Functions-     

• Main Core Responsibilities:
o Critical Incident Management (communicating with business)
o Incident Management
o Tier 3 support on all network infrastructure & applications
o 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.