Command Center Lead
18 hours ago
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 tools: ServiceNow, 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.
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