Associate Digital Command Center

The "Digital Command Center (DCC) - Enterprise Operations Technician" is responsible for carrying out monitoring operations on various IT systems - physical and virtual servers, storage, and network and telecommunication equipment - in data centers, public cloud instances, and other facilities. They monitor data center infrastructure, servers, and computer networks for issues using several monitoring platforms.

Quest implements traditional system monitoring as well as more proactive analytics. When an issue is detected, the DCC technician must determine the impact scope, and root cause if possible. Where applicable, they should follow SOPs to resolve the issue, or escalate to the correct support team, avoiding unrelated groups from being engaged. DCC operations should be able to provide excellent customer service by helping to resolve issues promptly.

• DCC operators will continuously learn and update the internal knowledge base documentation with new solutions for support.
• They must be able to provide detailed timelines of events and actions taken during their shift.
• Operators will be expected to provide a daily shift summary to the Quest team.
• Members of this team will be working in a fast-paced, time-critical environment, and will be expected to balance multiple priorities simultaneously.
• Good knowledge on Splunk index searches
• Operators will be working independently, with limited access to supervisors, and are expected to take appropriate actions without direction from supervisors.
• Operators will be expected to provide feedback on process improvements and tool enhancements.
• They comply with an organizations policies, procedures, standards, and guidelines.
• Should Have Hands-on experience in creating SOPs for new platforms & Process that DCC onboards
• Should be able to analyze previous data and predict any outages that Organization might encounter.
• Should have knowledge on preparing shift schedules for 24/7 process.
• Should be able to independently work with support teams to analyze thresholds for different kinds of alerts.
• Should have knowledge on Routing & Switching

1. EIGRP
2. OSPF
3. BGP
4. Vlans
5. VTP
6. HSRP
7. F5 Load Balancers (Functional knowledge)