Command Center Specialist

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?