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.