About the job
Job Summary -
The Operations Command Center Engineer II (Eng II) is an integral part of our Operations team, providing vital 24/7/365 support through on-premise and specific on-call coverage schedules, with rotating shifts of 8 or 10 hours, including two weekends each month. This role is essential for troubleshooting and addressing critical incidents faced by our team in a dynamic environment. The Engineer will communicate effectively with the business and key stakeholders regarding any outages impacting operations. This position entails level 3 support for all custom and third-party applications, as well as network, IPT, and infrastructure issues. Additionally, the Engineer will standardize, create, and maintain support documentation within our Knowledge Management system for the Operations Command Center.
Essential Functions -
• Core Responsibilities include:
- Critical Incident Management (effective communication with the business)
- Incident Management
- Tier 3 support for all network infrastructure and applications
- Knowledge Management
• Act as the coordinator for Critical Incidents, ensuring timely resolutions.
• Communicate pertinent information to the business during critical production-impacting events as outlined by support processes.
• Liaise with technical teams regarding all non-production-impacting critical events as specified in the support process.
• Maintain logs for outage notifications and adhere to documented escalation procedures as necessary.
• Serve as an Incident Coordinator, monitoring aging tickets in accordance with the defined Incident Management Processes.
• Ensure all tickets follow the necessary escalation paths and are resolved promptly.
• Facilitate root cause analysis to identify and recommend operational changes to the management team.
• Provide support for third-level troubleshooting across all Sonic applications, network infrastructure, and escalate to vendors or operations for advanced resolutions.
• Assist in documenting all aspects of technology, including vendor documentation, circuit data, dealership playbooks, and knowledge base articles to ensure successful support operations.
• Maintain the Sonic Standard Monitoring Platform.
• Troubleshoot Windows server, O365, and Exchange issues.
• Handle Exchange and O365 mail tasks.
• Comply with Change Management controls and guidelines.

