Command Center Specialist

Job description

Location: Onsite - Jaipur Employment Type: Full-Time Job Summary We are looking for an experienced IT Command Center Lead to manage our 24x7 IT Command Center operations. This is a critical leadership role responsible for ensuring continuous monitoring, incident management, and proactive observability across our IT applications and infrastructure. If you thrive in high-pressure environments and have strong technical and leadership skills, we'd love to hear from you. What You'll Do • Oversee deployment and management of observability tools (APM, NMS, Grafana, etc.) for applications, networks, and infrastructure. • Ensure real-time tracking of KPIs to maintain service quality and uptime. • Lead incident resolution processes, including bridge setup, stakeholder communication, and rapid service restoration. • Ensure SLA compliance for incident response and resolution. • Maintain clear escalation procedures for critical issues. • Conduct root cause analysis for recurring issues and implement permanent fixes. • Maintain a problem management database for trend analysis and proactive resolution. • Define and track KRIs and performance metrics across applications, databases, middleware, storage, OS, and network infrastructure. • Collaborate with support teams to prevent service disruptions. • Prepare and present performance and incident reports to senior leadership (CTO/CIO). • Participate in governance meetings to review team performance and identify improvements. What We're Looking For Technical Expertise • Proficiency in observability tools (APM, Grafana, etc.). • Strong understanding of IT infrastructure (databases, middleware, OS, network). • Knowledge of ITIL frameworks for incident, problem, and change management. • Familiarity with SLA, KPI, and KRI tracking. Leadership & Communication • Ability to lead a diverse team in a 24x7 environment. • Excellent communication and stakeholder management skills. • Strong collaboration and influencing capabilities. Analytical Skills • Expertise in analyzing observability metrics and identifying patterns. • Skilled in RCA formulation and implementing corrective actions. Qualifications • Education: B.Tech in Computer Science/IT, MCA, or related field. • Certifications: ITIL and observability tools certifications preferred. • Experience: • Minimum 5 years in IT operations. • Proven experience managing IT Command Center or similar roles. • Hands-on experience with incident/problem management in a 24x7 environment. • Strong troubleshooting skills for complex IT applications (preferably BFSI domain). • Preferred: • Experience in banking/financial services IT operations. • Familiarity with cloud-based monitoring (AWS) and hybrid IT environments. Key Performance Indicators (KPIs) • Improved application uptime through proactive monitoring. • Reduced Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR). • SLA adherence for incident resolution. • Team performance and training effectiveness. • Reduction in recurring incidents via effective RCA. Ready to lead and make an impact? Ready to lead and make an impact?