CISAMRMFRE-Command Center Analyst Admin-JL3

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