What Success Looks Like In This Role
The Global Command Center (GCC) Monitoring & Support Analyst is responsible for real-time monitoring, incident detection, triage, and operational support for a large global enterprise. The analyst will monitor critical IT infrastructure and applications, including network devices (switches), Windows servers, endpoints, and business-critical applications. The role involves proactive alert management through New Relic, log analysis, and coordination with resolver teams to ensure maximum uptime and minimal business disruption.
Key Responsibilities
Monitoring & Observability (Must-Have)
- ServiceNow Reporting
- Power BI for operational dashboards
- Infra/telephony/system monitoring
- Incident & Problem Management (Strong Requirement)
- Major Incident Management (bridge handling, executive updates
- Problem Management (RCA, trend analysis, preventive actions
- ITIL-aligned processes (Incident, Problem, Change)
- Impact assessment, severity classification (P1P4)
- Coordination with L2/L3 teams
- Creating PIR/RCA documentation
- SLA monitoring & compliance reporting
- L1/L2 Support Operations Skills
- Experience in Command Center / NOC / Level 12 support
- Application support (POS/BOS background)
- Handling queues, ticket triage, prioritization
- Familiarity with service desks & ticketing tools (ServiceNow)
- Ability to escalate using correct SOP/runbook
- Creating, maintaining, and following runbooks
Required Skills & Experience
- Monitoring Tools: New Relic (preferred), Dynatrace, Datadog, Splunk, SolarWinds.
- Windows Administration: Basic troubleshooting, services, event viewer.
- Network Fundamentals: Switches, VLANs, ping/traceroute.
- Log Analysis and alert interpretation.
- Understanding of ITIL processes (Incident, Problem, Change).
- Strong communication and documentation skills.
- Ability to work in 247 shift operations.
You will be successful in this role if you have:
BA/BS degree and 2-4 years relevant experience OR equivalent combination of education and experience
Experience Level
25 years of experience in IT monitoring, NOC/GCC operations, or infrastructure support.
Preferred Certifications
- ITIL Foundation
- Microsoft MCP / AZ-900
- Network+ / CCNA basics
- New Relic performance monitoring certifications (optional)
Key Competencies
- Ownership and accountability during incidents.
- Clear and precise communication with global teams.
- Ability to follow SOPs and escalation guidelines.
- Strong analytical and problem-solving skills.
- Attention to detail and situational awareness.
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [Confidential Information]. US job seekers can find more information about Unisys EEO commitment here.
