Job
Description
Your Role
Manage 24x7 IT Command Center operations for enterprise infrastructure and applications. Ensure real-time monitoring, proactive detection, and swift incident response. Oversee incident triage, escalation, and coordination with application, infrastructure, and security teams. Prepare and manage shift rosters for continuous coverage and smooth transitions. Implement and refine ITSM processes (Incident, Problem, Change, Event Management). Drive automation initiatives to streamline monitoring, incident routing, and reporting. Support high availability (HA) configurations, system migrations, and critical infrastructure projects. Conduct shift handovers, prepare detailed incident reports, and share insights on trends. Collaborate on root cause analysis for recurring issues and implement permanent fixes. Manage dashboards and optimize monitoring tools (ServiceNow, ManageEngine, AppDynamics, SolarWinds). Train and mentor Command Center analysts, fostering accountability and continuous improvement. Participate in disaster recovery drills and business continuity planning.
Your Profile
4+ years of experience in IT Service Operations and Infrastructure with strong Command Center exposure. Expertise in ITSM processes including Incident, Problem, Change, and Escalation Management. Hands-on experience with monitoring and ITSM toolsServiceNow, ManageEngine, AppDynamics, SolarWinds. Proven ability to manage 24x7 Command Center operations, ensuring real-time monitoring and proactive incident management. Skilled in incident triage, escalation handling, and coordination with cross-functional teams for quick resolution. Strong knowledge of automation initiatives to optimize monitoring, incident routing, and reporting processes. Experience in high availability (HA) configurations, system migrations, and critical infrastructure projects. Proficient in dashboard management and reporting, delivering insights on incident trends and service performance. Adept at root cause analysis and implementing permanent fixes for recurring issues. Leadership experience in training and mentoring Command Center analysts, fostering accountability and continuous improvement. Certified in ITIL V3/V4 Foundation, ensuring governance and compliance with ITSM standards. Excellent communication, coordination, and problem-solving skills for large-scale enterprise environments.
