Enterprise Command Center (ECC) Operations

The ECC Analyst provides Level 1 operational support for global production services. The role proactively monitors application, infrastructure, and network events; performs initial triage and documented restoration steps; coordinates escalation to the correct resolver teams; and supports issue bridges through accurate communications, timelines, and follow-through. The analyst works within established IT service management processes and maintains human accountability when using approved AI-assisted tools.

Key Responsibilities

• Monitor production applications, infrastructure, and network services; assess alerts and events for potential customer or business impact.
• Perform initial fault isolation and execute approved runbook or standard recovery actions within the Level 1 support scope.
• Create, update, and maintain accurate incident records, including impact, actions taken, resource engagement, status, and restoration details.
• Escalate unresolved issues to the appropriate Level 2 or engineering team; page on-call resources, confirm response, and track progress through resolution.
• Support Major Incident and working bridges by initiating the meeting when required, engaging participants, maintaining timelines, documenting actions and decisions, and supporting stakeholder updates.
• Validate service restoration with resolver teams and ensure required operational documentation is complete before handoff or closure.
• Review and use application runbooks, monitoring guidance, and production-readiness documentation; identify gaps and improvement opportunities.
• Support approved changes, maintenance activities, deployment validation, failover exercises, and routine operational health checks.
• Provide initial network incident triage and monitoring support, including validation of network changes during maintenance windows.
• Use approved automation and AI-assisted operational tools for alert interpretation, incident context, documentation, and communication, while validating outputs before use.
• Contribute to continuous improvement initiatives that reduce manual effort, strengthen monitoring, and improve operational consistency.

Required Qualifications

• Relevant degree, technical diploma, or equivalent professional experience in IT operations, computer science, networking, or a related field.
• 3–6 years of experience in production support, NOC, enterprise operations, infrastructure monitoring, or a similar high-availability environment.
• Working knowledge of ITIL-aligned Incident, Major Incident, Change, and Problem Management practices.
• Experience with enterprise monitoring and observability tools such as Splunk, SolarWinds, SevOne, PRTG, ThousandEyes, LogicMonitor, or comparable platforms.
• Practical knowledge of Windows and Linux environments, web and middleware services, and core infrastructure concepts.
• Foundational networking knowledge, including TCP/IP, DNS, routing, firewalls, VPN/IPsec, SNMP, NetFlow, and syslog-based monitoring.
• Strong written and verbal English communication skills, including concise technical summaries and stakeholder updates.
• Ability to prioritize multiple events, follow documented procedures, maintain attention to detail, and work effectively under pressure.
• Ability to collaborate across distributed application, infrastructure, network, service desk, vendor, and engineering teams.

Preferred Qualifications

• Experience with ServiceNow, xMatters or equivalent paging/notification tools, and Microsoft Teams-based incident collaboration.
• Relevant certifications such as ITIL Foundation, CompTIA A+, Network+, CCNA, Microsoft, Linux, or equivalent.
• Experience with automation, structured prompting, AI-assisted operations, or operational knowledge management.

Success Profile

• Takes ownership of assigned incidents and follows through until clear handoff or restoration.
• Communicates early, clearly, and accurately, especially when impact or next steps are uncertain.
• Uses sound judgment, follows established controls, and escalates promptly when scope or risk exceeds authority.
• Demonstrates curiosity, continuous learning, and a practical improvement mindset.

Screening emphasis

Prioritize candidates with real-time operations experience, disciplined incident documentation, strong escalation follow-through, and the communication skills to support high-impact bridges in a globally distributed environment.