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CISAMRMFRE-Command Center Analyst Admin-Jl4
Infosys · Bangalore, India
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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. Education Bachelor of Engineering