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Technical Support Engineer

Company: CDK
Location: Austin
Posted on: May 6, 2021

Job Description:

Power the PossibilitiesThe CDK Global technology team is looking for collaborative innovators who are passionate about making their mark on emerging enterprise software products. Were building and developing cloud technology for the automotive retail industrythat will change the landscape for automotive dealers, original equipment manufacturers (OEMs) and the customers they serve.Be Part of Something BiggerEach year, more than three percent of the U.S. gross domestic product (GDP) is attributed to the auto industry, which flows through our customer, the auto dealer. Its time you joined an evolving marketplace where research and developmentinvestment is measured in the tens of billions. Its time you were a part of something bigger.Were expanding our workforce - engineers, architects, developers and more - onboarding early adopters who can optimize, pivot and keep pace with ever-evolving development roadmaps and applications.Join Our TeamGrowth potential, flexibility and material impact on the success and quality of a next-gen, enterprise software product make CDK an excellent choice for those who thrive in challenging, fast-paced engineering environments.The possibilities for impact are endless. We have exceptional opportunities to evolve our industry by driving change through new technology.If youre ready for high-impact, youre ready for CDK.We currently have a need for an EventManager supporting our enterprise IT Infrastructure environment.The ideal candidate will have 3 years of relevant work experience monitoring various monitoring andticket buckets for dedicated clients to ensure timely assignment and resolution of incidents to meet SLAs.This includes coordinating with the involved engineers and technical staff, sending internalcommunications, and solving or escalation while providing executive updates per defined Operationsprocesses. Some basic troubleshooting is also necessary. Following runbooks is necessary.Responsibilities: Lead teams responsible for:o Providing complete and accurate information on the event which helps in providingappropriate resolutiono Responding to mails or calls made by front line support or other teams on time, to ensuretimely resolution of the evento Backup for monitoring the volume of Incidents, Incident resolution, pending Incidents,complaints, communications and escalationso Routing the outages after first resolution attempt to Escalation Manager Teamo Following the escalation (this includes technical, vendor, and management) andcommunication (this includes standard and management) procedureso Analyze the event flow / volume and suggest for appropriate actiono Detecting Problems and assigning them to the Problem Management team for resolutiono Providing Management Summary and Analysis for events / alertso Start and drive Incident bridges proactively / actively until EM arriveso Intermittently fulfilling Communications, Escalation, or Subject Matter Expert roll forIncident bridges.o Start / Manage / Escalate or Resolve non-incident working bridges for potentiallyimpacting or investigative infrastructure issues (P3 / P4 level events).o Operational knowledge and daily usage of monitoring (Zenoss, SCOM, Nagios,LogicMonitor, etc..) and escalation (Opsgenie) tooling. Maintain Runbook estate.o Initiate onboarding process for supported productso Review completed runbook and sign off following validationo Maintain runbooks with infrastructure and remediation updateso Periodically review status of Runbooks with Product owners. Respond to EM RCA task requests. Direct regular training and upskilling program Ensure that technical staff updates all event records in a timely fashion Ensure scheduling on 24x7 basis between NA and India teams Timely and accurate performance reviews of each team memberRequirements: Electronics & Telecommunications or Electronics or IT or Computer Science proficiency 3-5 years relevant experience in a similar capacity with a large organization Technical Networking Knowledge on LAN / WAN / IT stack Knowledge of Cisco routers, switches and firewall is an advantage Knowledge on Mail Servers / DNS concepts will be an added advantage Good understanding of industry standards like ITIL V3, ISO 20000, PMP, Six Sigma, etc. Customer service skills and client focus Experience with basic console monitoring role Strong communications skills including the ability to communicate technical information usingnon-technical language CDK Global knows you have passions outside of work. You have family, friends, sporting events, and lots of things going on. Thats why we offer a comprehensive benefits package to not only take care of you but your family as well. All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.

Keywords: CDK, Austin , Technical Support Engineer, IT / Software / Systems , Austin, Texas

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