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Command Center Lead

3 months ago

Kannur, India eJAmerica Full time

Job Title: Command Center Lead

Job Location: Bangalore, Electronic City

Job Type: Full-Time, Work from Office

Experience Required: 4-5 Years

Number of Positions: 1

Salary: 10LPA to 13LPA

Job Overview:

The Command Center Lead will be responsible for leading a 20–30-member monitoring team that operates 24x7. The ideal candidate should have strong expertise in using Application Performance Management (APM) tools, particularly AppDynamics, and be skilled in managing customer expectations and troubleshooting critical issues.

Key Responsibilities:

  • Team Leadership:
  • Lead and manage a monitoring team of 20-30 members working in a 24x7 environment.
  • Coordinate shift rosters to ensure continuous monitoring coverage.
  • Mentor and guide team members to enhance their technical skills and performance.
  • Application Performance Management (APM):
  • Utilize AppDynamics or similar APM tools to monitor application performance and ensure optimal functioning.
  • Configure and optimize Business Transactions, End User Monitoring, Database Monitoring, Analytics, Custom Metrics, and Administration within AppDynamics.
  • Identify performance bottlenecks in web applications and provide Root Cause Analysis (RCA).
  • Issue Resolution and Support:
  • Troubleshoot critical issues and drive them to resolution in a timely manner.
  • Collaborate with customers and other stakeholders to expedite issue resolution and ensure customer satisfaction.
  • Provide expert support during critical incidents and work to prevent future occurrences.
  • Client Communication and Reporting:
  • Communicate effectively with clients, providing clear and concise updates on performance issues and resolutions.
  • Prepare and present detailed monthly reports on application performance to clients, highlighting key metrics and insights.
  • Customer Expectations Management:
  • Manage customer expectations by providing regular updates and ensuring a proactive approach to issue resolution.
  • Build strong relationships with customers and stakeholders, ensuring a high level of service delivery.

Skills and Qualifications:

  • Required:
  • Proven experience in leading a 20–30-member monitoring team in a 24x7 environment.
  • Strong understanding and hands-on experience with AppDynamics or similar APM tools.
  • In-depth knowledge of Business Transactions, End User Monitoring, Database Monitoring, Analytics, Custom Metrics, and Administration in AppDynamics.
  • Excellent communication skills, both verbal and written.
  • Ability to troubleshoot critical issues and drive them to resolution efficiently.
  • Experience in coordinating with customers and stakeholders to fast-track deliveries.
  • Ability to prepare and present monthly reports to clients.
  • Experience in shift roster preparation.