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.

Roles & 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.