Command Center Lead

18 hours ago


Bengaluru, Karnataka, India Capgemini Full time

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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