Command Center Lead

Your Role

• Manage 24x7 IT Command Center operations for enterprise infrastructure and applications.
• Ensure real-time monitoring, proactive detection, and swift incident response.
• Oversee incident triage, escalation, and coordination with application, infrastructure, and security teams.
• Prepare and manage shift rosters for continuous coverage and smooth transitions.
• Implement and refine ITSM processes (Incident, Problem, Change, Event Management).
• Drive automation initiatives to streamline monitoring, incident routing, and reporting.
• Support high availability (HA) configurations, system migrations, and critical infrastructure projects.
• Conduct shift handovers, prepare detailed incident reports, and share insights on trends.
• Collaborate on root cause analysis for recurring issues and implement permanent fixes.
• Manage dashboards and optimize monitoring tools (ServiceNow, ManageEngine, AppDynamics, SolarWinds).
• Train and mentor Command Center analysts, fostering accountability and continuous improvement.
• Participate in disaster recovery drills and business continuity planning.

Your Profile

• 4+ years of experience in IT Service Operations and Infrastructure with strong Command Center exposure.
• Expertise in ITSM processes including Incident, Problem, Change, and Escalation Management.
• Hands-on experience with monitoring and ITSM tools: ServiceNow, ManageEngine, AppDynamics, SolarWinds.
• Proven ability to manage 24x7 Command Center operations, ensuring real-time monitoring and proactive incident management.
• Skilled in incident triage, escalation handling, and coordination with cross-functional teams for quick resolution.
• Strong knowledge of automation initiatives to optimize monitoring, incident routing, and reporting processes.
• Experience in high availability (HA) configurations, system migrations, and critical infrastructure projects.
• Proficient in dashboard management and reporting, delivering insights on incident trends and service performance.
• Adept at root cause analysis and implementing permanent fixes for recurring issues.
• Leadership experience in training and mentoring Command Center analysts, fostering accountability and continuous improvement.
• Certified in ITIL V3/V4 Foundation, ensuring governance and compliance with ITSM standards.
• Excellent communication, coordination, and problem-solving skills for large-scale enterprise environments.