CISAMRMFRE-Command Center Analyst Admin-Jl4

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