CISAMRMFRE-Command Center Analyst Admin-JL3

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. 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. Education Bachelor of Engineering