<p>Job Description</p> <p>Job Summary-</p> <p>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.</p> <p>Essential Functions-</p> <ul> <li>Main Core Responsibilities: </li></ul> <p>o Critical Incident Management (communicating with business)</p> <p>o Incident Management</p> <p>o Tier 3 support on all network infrastructure & applications</p> <p>o Knowledge Management</p> <ul> <li>Act as the coordinator on Critical Incidents to ensure timely resolution. </li><li>Provide appropriate communication to the business during critical, production impacting events as outlined by support process. </li><li>Communicate with the technical teams as outlined in support process on all non-production impacting, critical events. </li><li>Maintain outage notification logs and follow documented escalation procedures where appropriate. </li><li>Serve as an Incident Coordinator watching aging tickets following the Incident Management Processes defined. </li><li>Assist in monitoring that all tickets are following the necessary escalation path and are resolved quickly. </li><li>Facilitate in the performance of root cause analysis to identify and recommend operational changes to the management team. </li><li>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. </li><li>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. </li><li>Maintain Sonic Standard Monitoring Platform. </li><li>Windows server, O365, and Exchange troubleshooting. </li><li>Exchange and O365 mail work. </li><li>Comply with Change Management controls and guidelines. </li></ul>