Job Summary

JD for the Command Center / GSOC L1 Operations Engineer PRF.

Role Summary

The Command Center / GSOC L1 Operations Engineer will monitor IT operations, track incidents, support SLA adherence, coordinate with resolver teams, and ensure timely communication for critical incidents and service requests. The role requires strong monitoring discipline, incident management knowledge, and the ability to work in a 24x7 shift environment.

Key Responsibilities

• Monitor alerts, incidents, service requests, and operational dashboards.
• Perform initial triage, categorization, prioritization, and assignment of incidents.
• Track P1/P2/P3 incidents and ensure timely escalation as per SLA.
• Coordinate with technical resolver groups including infrastructure, database, network, and application teams.
• Maintain incident updates, aging incident reports, SLA data, and operational trackers.
• Support daily GSOC connects, SLA reviews, MOR inputs, and governance reporting.
• Follow standard operating procedures for incident handling and escalation.
• Communicate status updates to stakeholders during major incidents or service disruptions.
• Ensure adherence to work protocols, shift availability, and operational discipline.
• Contribute to shift-left activities and continuous improvement initiatives.

Required Skills

• Good understanding of ITIL processes, especially Incident Management and Escalation Management.
• Experience in command center, NOC, SOC, GSOC, or IT operations monitoring.
• Ability to handle high-volume incident environments.
• Strong coordination and communication skills.
• Working knowledge of ticketing tools, SLA tracking, and operational reporting.
• Basic understanding of infrastructure, network, server, application, and database support environments.

Key Responsibilities

1. To develop the codes for the project as per work assignation.
2. To maintain the existing project and resolving the issues occurring in the existing project.
3. To work upon the new requests raised by the client and develop those features.
4. Documentation work.

Skill Requirements

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Other Requirements

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