SUMMARY

The Operating Command Engineer II is accountable for monitoring and first level alert resolution or escalation. Delivery in this role is vital for delivering consistent system availability for our production and enterprise environments. This position performs initial alert resolution tasks based on basic technical knowledge and provided Standard Operating Procedures. Also assists with supporting our internal and external customers.

PRIMARY RESPONSIBILITIES

• Actively monitor and react to real-time system conditions and resolve or escalate any system issues according to department procedures.
• Quickly respond to incidents and prioritize appropriately to maximize availability.
• Drive the efficiency and effectiveness of the Critical/Major Incident Process including leading major incidents by engaging relevant resources, controlling the conference bridge, guiding teams to next steps, and documenting steps to resolution.
• Adhere to the policies and procedures of the Information Technology department to ensure all incident and event tasks are handle in a manner to be compliant.
• Work, track and document activities through the RealPage ticketing system, and resolve tickets as assigned while meeting operational level standards and key performance metrics.
• Assist Helpdesk with internal RealPage customers via phone support, manage Active Directory accounts, user access provisioning and special projects as needed.
• Assist Product Support departments in investigating and resolving customer complaints.
• Maintain documentation and playbooks for any team standard operating procedures or knowledgebase articles.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Proven ability to navigate current Microsoft Server with experience restarting web services, reviewing logs, checking event viewers, schedulers, system utilization.
• Experience working with VMWare or other virtualization platform
• Exposure or conceptual understanding of cloud hosted server instances or applications
• Ability to use basic Linux commands as provided in SOP’s
• Basic level knowledge of LAN/WAN technologies is preferred.
• Experience using Microsoft’s System Center Operations Manager (SCOM) and Solarwinds is preferred.
• Proven ability to correlate alerts to determine a specific scope of impact
• Ability to demonstrate authority and actively lead technical calls to prompt resolution.
• Preference given to Certified Professionals with CCNA, AWS or CompTIA certifications
• Excellent written and verbal communication and analytical skills required. Must have the ability to handle multiple tasks, simultaneously, in a time-controlled environment.
• Experience in command line scripting is a plus.
• ITIL Certified or experience will be given preference
• Demonstrated business professional attitude when working with internal and external customers
• Demonstrated ability to work independently; must be self-motivated and goal oriented.
• Demonstrated ability to follow procedures and ensure that others are following departmental procedures
• Must be able to occasionally lift and move various computer equipment.
• The NOC operates 24x7x365. Availability to work a shift schedule more than forty hours per week including nights and weekends and some holidays is required
• This position is classified as a sensitive position and will require annual criminal background screenings.