Location: Onsite Jaipur
Employment Type: Full-Time
About The Role
We are looking for an experienced
IT Command Center Lead to manage our 24x7 IT Command Center operations. This is a critical leadership role responsible for ensuring continuous monitoring, incident management, and proactive observability across our IT applications and infrastructure. If you thrive in high-pressure environments and have strong technical and leadership skills, we'd love to hear from you.
What You'll Do
As The IT Command Center Lead, You Will
- Monitor & Maintain Uptime
- Oversee deployment and management of observability tools (APM, NMS, Grafana, etc.) for applications, networks, and infrastructure.
- Ensure real-time tracking of KPIs to maintain service quality and uptime.
- Manage Incidents Efficiently
- Lead incident resolution processes, including bridge setup, stakeholder communication, and rapid service restoration.
- Ensure SLA compliance for incident response and resolution.
- Maintain clear escalation procedures for critical issues.
- Drive Problem Management & RCA
- Conduct root cause analysis for recurring issues and implement permanent fixes.
- Maintain a problem management database for trend analysis and proactive resolution.
- Proactive Monitoring & Metrics
- Define and track KRIs and performance metrics across applications, databases, middleware, storage, OS, and network infrastructure.
- Collaborate with support teams to prevent service disruptions.
- Governance & Reporting
- Prepare and present performance and incident reports to senior leadership (CTO/CIO).
- Participate in governance meetings to review team performance and identify improvements.
What We're Looking For
Technical Expertise
- Proficiency in observability tools (APM, Grafana, etc.).
- Strong understanding of IT infrastructure (databases, middleware, OS, network).
- Knowledge of ITIL frameworks for incident, problem, and change management.
- Familiarity with SLA, KPI, and KRI tracking.
Leadership & Communication
- Ability to lead a diverse team in a 24x7 environment.
- Excellent communication and stakeholder management skills.
- Strong collaboration and influencing capabilities.
Analytical Skills
- Expertise in analyzing observability metrics and identifying patterns.
- Skilled in RCA formulation and implementing corrective actions.
Qualifications
- Education: B.Tech in Computer Science/IT, MCA, or related field.
- Certifications: ITIL and observability tools certifications preferred.
- Experience:
- Minimum 5 years in IT operations.
- Proven experience managing IT Command Center or similar roles.
- Hands-on experience with incident/problem management in a 24x7 environment.
- Strong troubleshooting skills for complex IT applications (preferably BFSI domain).
- Preferred:
- Experience in banking/financial services IT operations.
- Familiarity with cloud-based monitoring (AWS) and hybrid IT environments.
Key Performance Indicators (KPIs)
- Improved application uptime through proactive monitoring.
- Reduced Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
- SLA adherence for incident resolution.
- Team performance and training effectiveness.
- Reduction in recurring incidents via effective RCA.
Ready to lead and make an impact
Apply now and join us in driving operational excellence!
