Job Description:

Key Responsibilities
Monitor enterprise infrastructure applications and service health through Command Center tools and dashboards
Possess fair knowledge of L1 infrastructure support and troubleshooting including alert monitoring incident triage initial diagnosis and resolution escalation for Windows Linux Backup Storage and Database environments
Act as the primary point of contact for Major Incidents MI and coordinate incident bridges with internal and client stakeholders
Prioritize incidents based on business impact and urgency and ensure timely resolution
Manage and track escalations across technology towers support teams vendors and service providers
Monitor SLA KPI and operational performance metrics and trigger escalations when required
Provide periodic service status updates incident communications and executive level reporting
Coordinate root cause analysis RCA activities and ensure closure of corrective and preventive actions
Review recurring incidents and alerts to identify trends and recommend permanent fixes
Maintain escalation matrices operational runbooks and command center documentation
Support change monitoring post implementation reviews and risk assessments
Drive continuous service improvement initiatives and recommend process enhancements
Liaise between client teams infrastructure support groups and third party service providers to ensure seamless service delivery

Key Responsibilities:

Required Skills
Strong understanding of ITIL Incident Problem Change and Service Management processes
Experience in Major Incident and Escalation Management
Knowledge of infrastructure services including Server Network Cloud End User Computing and Security operations
Strong analytical and troubleshooting capabilities
Excellent verbal and written communication skills
Stakeholder and client management experience
Dashboarding and reporting knowledge using Excel Power BI ServiceNow or monitoring tools
Ability to work under pressure and manage multiple critical incidents simultaneously
Qualifications
Bachelor s degree in Engineering Computer Science Information Technology or related discipline
ITIL Foundation Certification preferred
ServiceNow exposure preferred
Experience in Command Center NOC Service Desk IT Operations or Infrastructure Support environments

Technical Requirements:

Required Skills
Strong understanding of ITIL Incident Problem Change and Service Management processes
Experience in Major Incident and Escalation Management
Knowledge of infrastructure services including Server Network Cloud End User Computing and Security operations
Strong analytical and troubleshooting capabilities
Excellent verbal and written communication skills
Stakeholder and client management experience
Dashboarding and reporting knowledge using Excel Power BI ServiceNow or monitoring tools
Ability to work under pressure and manage multiple critical incidents simultaneously
Qualifications
Bachelor s degree in Engineering Computer Science Information Technology or related discipline
ITIL Foundation Certification preferred
ServiceNow exposure preferred
Experience in Command Center NOC Service Desk IT Operations or Infrastructure Support environments

Preferred Skills:

Foundational->Service Management->Foundation,Foundational->Service Management->ITIL,Foundational ->Soft Skill->Problem solving,Technology->Mana->Command Center

CISAMRMFRE-Command Center Analyst Admin-JL3