Application Support Engineer

 About The Role  

Project Role :Application Support Engineer

Project Role Description :Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills :Event Management

Good to have skills :Incident Management
Minimum 2 year(s) of experience is required

Educational Qualification :15 years full time education
Command Center Manager ?? Service Assurance (TRACC & Major Incident Management) Summary We are seeking an experienced and hands-on Command Center Manager to oversee 24?7 monitoring and major-incident management (MIM) operations. The role includes leading TRACC (Technology Restoration & Availability Control Center), ensuring real-time visibility into enterprise IT infrastructure, driving rapid incident response and resolution, enforcing SLA compliance, and continuously improving monitoring and incident-management processes. This is a global, multi-vendor environment where operational resilience and proactive issue prevention are critical. Key Responsibilities TRACC Operations & 24?7 Monitoring ?¢Lead and manage TRACC operations ?? maintain and configure all command center infrastructure, processes, and tools to support 24?7?365 operations. ?¢Monitor critical infrastructure, applications, networks, databases, and cloud services in real time using monitoring and ITSM tools; respond to alerts, performance degradations, and threshold breaches. ?¢Define and maintain monitoring procedures??including thresholds, alert types and escalation paths??and build consolidated dashboards for event correlation, alert triage, and automated ticket creation. ?¢Perform initial troubleshooting and remediation; escalate validated or complex incidents to L2/L3 teams, vendors, or SMEs while preserving full audit trails. ?¢Ensure monitoring configurations are properly included with every production deployment and validate effectiveness both before and after go-live. Major Incident Management (MIM) Leadership ?¢Act as Incident Commander for P2/P1 (critical) incidents ?? initiate and lead technical/non-technical bridge calls, coordinate multi-party resolution efforts, maintain stakeholder communication, and drive restoration of services. ?¢Manage the full lifecycle of major incidents:detection, escalation, resolution, executive reporting, shift handovers, and post-incident reviews. ?¢Maintain and manage incident-response collateral ?? contact lists, on-call rosters, documentation, communication templates ?? to ensure readiness for 24?7 support. ?¢Support root cause analysis post major incidents and feed learnings into prevention and monitoring-improvement efforts. Governance, Reporting & Compliance ?¢Generate regular operational dashboards and trend reports on monitoring effectiveness, alert volumes, incident response performance, and SLA metrics. ?¢Participate in governance forums, change advisory board (CAB) meetings, and incident-review sessions; recommend process improvements in line with ITIL and client standards. ?¢Track health of TRACC infrastructure, tool integrations, alert validation accuracy, and escalate any operational risks or gaps to leadership. Automation & Continuous Improvement ?¢Identify and implement opportunities for automation in alert handling, event correlation, self-healing, and reporting to reduce manual interventions and mean time to resolution (MTTR). ?¢Lead continuous service improvement (CSI) initiatives ?? analyze incident and alert trends, conduct risk assessments, review quarterly performance, and optimize monitoring thresholds. ?¢Drive integrations of monitoring tools (e.g., third-party monitoring, ITAM/CMDB, alerting systems) and train teams on updated workflows and procedures to raise operational maturity and reliability. Professional & Technical Skills ?¢Demonstrated leadership of command center or TRACC/NOC operations in a 24?7, enterprise-scale IT environment. ?¢Strong hands-on experience with ITSM platforms (e.g., ServiceNow ?? Incident, Event, Problem modules), alerting/notification tools (e.g., xMatters), and monitoring/observability tools (e.g., Zabbix, NewRelic, or equivalents). ?¢Comprehensive understanding of infrastructure, applications, networks, and cloud environments; ability to work across multi-vendor, multi-stack setups. ?¢Strong analytical, communication, and facilitation skills ?? able to coordinate cross-functional teams under high-pressure, high-severity incidents. ?¢Proven ability to enforce SLA compliance, maintain operational discipline, and drive continuous improvement. ?¢Certifications:ITIL v4 Foundation (mandatory); Certification in monitoring tools or ServiceNow implementation may be preferred.
Additional Information ?¢The role involves working in global operations ?? excellent communication and collaboration skills with international teams are essential. ?¢Opportunity to lead automation initiatives, AI-driven monitoring enhancements, and cross-functional continuous improvement programs. ?¢Focus on reducing incident volumes, improving availability (target 99.9), and positioning the Command Center as a strategic enabler for business continuity and resilience. ?¢A 15 Year full time education is required Qualification 15 years full time education