IT Operations Engineer II
Role Summary
This role sits on the End User Experience team within Cinemark's IT Operations organization, which owns the End User Device Management, End User Application Management, End User Remote Access, Collaboration, Communications and Voice, Meeting Room and Audio Visual, Print Services and Equipment Reservation services. The team is the day-to-day face of IT for Cinemark's corporate staff, keeping everyone productive across Windows, macOS, iOS, and Android.
Essential Duties And Responsibilities
- Independently resolve incidents and service requests across the team's service area, owning them to closure in ServiceNow.
- Execute standard and pre-approved changes in line with change management.
- Support problem management by gathering data and assisting with root-cause analysis.
- Author and improve runbooks and knowledge base articles.
- Carry the on-call rotation independently, with subject-matter experts ready to jump in on the most unusual problems.
- Operate the team's core toolset proficiently across multiple platforms.
- Be available to assist in emergencies.
- Travel as needed.
- Perform other duties as assigned by management or the department head.
Education And Skills Required
- Hands-on proficiency with managing endpoints and end-user applications, the Microsoft 365 collaboration suite, meeting-room audio-visual systems, remote support, and endpoint security across Windows, macOS, iOS, and Android, with PowerShell and Terraform automation.
- 2 to 4 years of IT operations or infrastructure experience.
- Solid grasp of ITIL incident, request, and change management.
- ServiceNow experience.
- Participation in the on-call rotation.
- Bachelor's degree in a related field or equivalent experience.
- 2 to 4 years of relevant experience.
Preferred Qualifications
- Relevant End User Experience certifications: Microsoft 365 or Modern Desktop certifications, Apple device management certifications, and ITIL.
- Scripting or automation familiarity, such as PowerShell or Python.
- Spanish or Portuguese language skills.
Extra Information
- You will spend much of your time on incidents, requests, and standard changes, with regular time set aside to improve runbooks and automate routine work.
- Tools and platforms: ServiceNow, Microsoft Intune, Exchange Online, SharePoint, Teams, Copilot for Microsoft 365, PowerShell, Terraform, PolyCom, Symantec Endpoint Protection, Microsoft Defender for Endpoint, and Splashtop Remote Support.
Reports To
The End User Experience IT Operations Manager.
Work Schedule
Hybrid, with 4 days in office and 1 day remote.
On-call
You join the on-call rotation about four times a year. Each turn runs two weeks, one week as the primary responder and then one week as secondary support. Whoever is on call is backed by subject-matter experts in each area, and the team is always willing and ready to jump in. On-call is part of the role and is factored into base pay.
Travel
Limited; typically under 10 percent.
System of Record
ServiceNow is used for all operational work.
Benefits
Available At Cinemark, we believe every team member should feel like a hero. Each career comes with a variety of blockbuster benefits for both hourly and salaried team members. Employee Discount, 401(k) Matching*, Growth Opportunities, Education Assistance*, Health Benefits, Parental Leave, Paid Time Off, Daily Pay, Free Movies. Benefits may vary by career category, so be sure to check the specific details on our career site.
Disclaimer
This job description is intended only as a general guideline of your duties and responsibilities at Cinemark and is not a legally binding contract. Cinemark reserves the right to amend, change or terminate the job description, as it deems appropriate. Any change amendments, or modifications may be implemented even though they have not been communicated, reprinted or substituted in this job description. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Cinemark is an Equal Opportunity Employer.