IT Command Centre

Educational Qualification: - B.tech /M.tech

Experience: -9 Years #jaipur

Job Descriptions: -

Key Responsibilities (KRAs)

1. 24x7 Monitoring and Observability

- Oversee the deployment and management of observability tools such as APM, NMS, Grafana etc for application, network, and infrastructure monitoring.

- Ensure real-time tracking of key performance indicators (KPIs) across applications and infrastructure to maintain uptime and service quality.

2. Incident Management

- Manage and coordinate incident resolution processes, including setting up bridges, stakeholder communication, and providing insights for early service restoration.

- Ensure adherence to defined SLAs for incident response and resolution times.

- Develop and maintain escalation procedures for critical incidents.

3. Problem Management and RCA

- Drive root cause analysis (RCA) for recurring issues and collaborate with infrastructure and application teams to implement permanent fixes.

- Maintain a problem management database for trend analysis and proactive issue resolution.

4. Proactive Monitoring and Metrics

- Define and track Key Risk Indicators (KRIs) and performance metrics for application, databases, middleware, storage, operating systems, and network infrastructure.

- Collaborate with application support and infrastructure teams to take preemptive actions to avoid service disruptions.

5. Governance and Reporting

- Prepare and present regular performance and incident reports to the CTO/CIO and other stakeholders.

- Participate in governance meetings to review team performance and identify areas for improvement.

Required Skills and Competencies

1. Technical Skills

- Proficiency in observability tools such as Application Performance Monitoring tools, Grafana etc

- Strong understanding of IT infrastructure, including databases, middleware, operating systems, and network components.

- Knowledge of ITIL frameworks for incident, problem, and change management.

- Familiarity with SLA and KRI/KPI tracking methodologies.

2. Leadership and Communication

- Strong leadership skills to manage a diverse team in a high-pressure environment.

- Excellent communication skills to coordinate with stakeholders and ensure clear escalation procedures.

- Ability to influence and collaborate with cross-functional teams.

3. Analytical and Problem-Solving Skills

- Ability to analyze observability metrics and identify patterns for proactive issue resolution.

- Expertise in RCA formulation and implementation of corrective actions.

Experience and Qualifications

1. Education

- B Tech Computer Science, Information Technology, MCA or a related field.

- ITIL Certification

- Certifications in observability tools

2. Experience

- Minimum of 5 years of experience in IT operations.

- Proven experience in managing IT Command Center operations or similar roles.

- Hands-on experience with incident and problem management in a 24x7 operational environment.

- Hands-on experience in technical troubleshooting of complex IT applications especially in BFSI

3. Preferred Experience

- Experience in banking or financial services IT operations.

- Familiarity with cloud-based monitoring (AWS preferred) and hybrid IT environments.

Key Performance Indicators (KPIs)

1. Increase in application uptime due to proactive reviews conducted and actions taken on application technical metrics and process controls.

2. Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).

3. SLA adherence for incident resolution.

4. Team performance metrics, including training effectiveness and incident handling efficiency.

5. Reduction in recurring incidents through effective RCA and problem management.

Work Location

- Onsite Jaipur

Interested candidates please share your updated resumes at chhavi1.sharma@talentsprout.in