Job Summary
Subject: Job Description – Command Center Analyst (ICC) Command Center Analyst (Integrated Command Center - ICC) Job Summary The Command Center Analyst provides 24x7 operational support for enterprise IT infrastructure, acting as the centralized coordination point for monitoring, incident management, service requests, change execution, reporting, and operational governance. The role ensures service availability, SLA compliance, rapid incident resolution, and continuous service improvement through proactive monitoring and automation initiatives. Qualifications • Bachelor’s degree in computer science, Information Technology, or a related field. • ITIL Foundation Certification (preferred). • Experience in enterprise infrastructure operations and monitoring. • Exposure to cloud and hybrid infrastructure environments. Key Responsibilities • Monitor and coordinate P1/P2 incidents, major incident bridge calls, escalations, and stakeholder communications. • Perform continuous infrastructure monitoring using Grafana, ITOM, and other enterprise monitoring tools. • Analyze alerts, create and route tickets, track incidents, and support timely resolution within SLA targets. • Execute approved service requests, including server provisioning, decommissioning, disk resizing, monitoring setup, maintenance activities, and performance reporting. • Support infrastructure changes, patching activities, scheduled reboots, auto-shutdown processes, and validation checks. • Prepare and publish operational reports, including Daily Health Status, Incident, Alert Dump, Weekly Audit, Weekly Backup, Backup Sunrise, and Monthly Commission/Decommission reports. • Drive continuous improvement through trend analysis, automation initiatives, MTTR reduction, and SRE-focused operational excellence programs. Required Skills Technical: Incident, Problem & Change Management, ServiceNow, Grafana, ITOM, Windows Server Administration, Azure Fundamentals, ITIL, Infrastructure Monitoring & Reporting. Professional: Strong analytical and troubleshooting skills, stakeholder management, communication, escalation handling, process compliance, teamwork, and ability to work in a 24x7 support environment. Success Measures • SLA Compliance • Incident Response Effectiveness • MTTR Reduction • Change Success Rate • Monitoring Effectiveness • Reporting Accuracy • Audit Readiness & Compliance • Automation and Continuous Improvement Contributions Mission: To function as the centralized control tower for IT operations, delivering proactive monitoring, efficient incident response, operational governance, and continuous service improvement to maintain a stable, reliable, and business-aligned IT environment
Key Responsibilities
Subject: Job Description – Command Center Analyst (ICC) Command Center Analyst (Integrated Command Center - ICC) Job Summary The Command Center Analyst provides 24x7 operational support for enterprise IT infrastructure, acting as the centralized coordination point for monitoring, incident management, service requests, change execution, reporting, and operational governance. The role ensures service availability, SLA compliance, rapid incident resolution, and continuous service improvement through proactive monitoring and automation initiatives. Qualifications • Bachelor’s degree in computer science, Information Technology, or a related field. • ITIL Foundation Certification (preferred). • Experience in enterprise infrastructure operations and monitoring. • Exposure to cloud and hybrid infrastructure environments. Key Responsibilities • Monitor and coordinate P1/P2 incidents, major incident bridge calls, escalations, and stakeholder communications. • Perform continuous infrastructure monitoring using Grafana, ITOM, and other enterprise monitoring tools. • Analyze alerts, create and route tickets, track incidents, and support timely resolution within SLA targets. • Execute approved service requests, including server provisioning, decommissioning, disk resizing, monitoring setup, maintenance activities, and performance reporting. • Support infrastructure changes, patching activities, scheduled reboots, auto-shutdown processes, and validation checks. • Prepare and publish operational reports, including Daily Health Status, Incident, Alert Dump, Weekly Audit, Weekly Backup, Backup Sunrise, and Monthly Commission/Decommission reports. • Drive continuous improvement through trend analysis, automation initiatives, MTTR reduction, and SRE-focused operational excellence programs. Required Skills Technical: Incident, Problem & Change Management, ServiceNow, Grafana, ITOM, Windows Server Administration, Azure Fundamentals, ITIL, Infrastructure Monitoring & Reporting. Professional: Strong analytical and troubleshooting skills, stakeholder management, communication, escalation handling, process compliance, teamwork, and ability to work in a 24x7 support environment. Success Measures • SLA Compliance • Incident Response Effectiveness • MTTR Reduction • Change Success Rate • Monitoring Effectiveness • Reporting Accuracy • Audit Readiness & Compliance • Automation and Continuous Improvement Contributions Mission: To function as the centralized control tower for IT operations, delivering proactive monitoring, efficient incident response, operational governance, and continuous service improvement to maintain a stable, reliable, and business-aligned IT environment
Skill Requirements
Subject: Job Description – Command Center Analyst (ICC) Command Center Analyst (Integrated Command Center - ICC) Job Summary The Command Center Analyst provides 24x7 operational support for enterprise IT infrastructure, acting as the centralized coordination point for monitoring, incident management, service requests, change execution, reporting, and operational governance. The role ensures service availability, SLA compliance, rapid incident resolution, and continuous service improvement through proactive monitoring and automation initiatives. Qualifications • Bachelor’s degree in computer science, Information Technology, or a related field. • ITIL Foundation Certification (preferred). • Experience in enterprise infrastructure operations and monitoring. • Exposure to cloud and hybrid infrastructure environments. Key Responsibilities • Monitor and coordinate P1/P2 incidents, major incident bridge calls, escalations, and stakeholder communications. • Perform continuous infrastructure monitoring using Grafana, ITOM, and other enterprise monitoring tools. • Analyze alerts, create and route tickets, track incidents, and support timely resolution within SLA targets. • Execute approved service requests, including server provisioning, decommissioning, disk resizing, monitoring setup, maintenance activities, and performance reporting. • Support infrastructure changes, patching activities, scheduled reboots, auto-shutdown processes, and validation checks. • Prepare and publish operational reports, including Daily Health Status, Incident, Alert Dump, Weekly Audit, Weekly Backup, Backup Sunrise, and Monthly Commission/Decommission reports. • Drive continuous improvement through trend analysis, automation initiatives, MTTR reduction, and SRE-focused operational excellence programs. Required Skills Technical: Incident, Problem & Change Management, ServiceNow, Grafana, ITOM, Windows Server Administration, Azure Fundamentals, ITIL, Infrastructure Monitoring & Reporting. Professional: Strong analytical and troubleshooting skills, stakeholder management, communication, escalation handling, process compliance, teamwork, and ability to work in a 24x7 support environment. Success Measures • SLA Compliance • Incident Response Effectiveness • MTTR Reduction • Change Success Rate • Monitoring Effectiveness • Reporting Accuracy • Audit Readiness & Compliance • Automation and Continuous Improvement Contributions Mission: To function as the centralized control tower for IT operations, delivering proactive monitoring, efficient incident response, operational governance, and continuous service improvement to maintain a stable, reliable, and business-aligned IT environment
Other Requirements
Subject: Job Description – Command Center Analyst (ICC) Command Center Analyst (Integrated Command Center - ICC) Job Summary The Command Center Analyst provides 24x7 operational support for enterprise IT infrastructure, acting as the centralized coordination point for monitoring, incident management, service requests, change execution, reporting, and operational governance. The role ensures service availability, SLA compliance, rapid incident resolution, and continuous service improvement through proactive monitoring and automation initiatives. Qualifications • Bachelor’s degree in computer science, Information Technology, or a related field. • ITIL Foundation Certification (preferred). • Experience in enterprise infrastructure operations and monitoring. • Exposure to cloud and hybrid infrastructure environments. Key Responsibilities • Monitor and coordinate P1/P2 incidents, major incident bridge calls, escalations, and stakeholder communications. • Perform continuous infrastructure monitoring using Grafana, ITOM, and other enterprise monitoring tools. • Analyze alerts, create and route tickets, track incidents, and support timely resolution within SLA targets. • Execute approved service requests, including server provisioning, decommissioning, disk resizing, monitoring setup, maintenance activities, and performance reporting. • Support infrastructure changes, patching activities, scheduled reboots, auto-shutdown processes, and validation checks. • Prepare and publish operational reports, including Daily Health Status, Incident, Alert Dump, Weekly Audit, Weekly Backup, Backup Sunrise, and Monthly Commission/Decommission reports. • Drive continuous improvement through trend analysis, automation initiatives, MTTR reduction, and SRE-focused operational excellence programs. Required Skills Technical: Incident, Problem & Change Management, ServiceNow, Grafana, ITOM, Windows Server Administration, Azure Fundamentals, ITIL, Infrastructure Monitoring & Reporting. Professional: Strong analytical and troubleshooting skills, stakeholder management, communication, escalation handling, process compliance, teamwork, and ability to work in a 24x7 support environment. Success Measures • SLA Compliance • Incident Response Effectiveness • MTTR Reduction • Change Success Rate • Monitoring Effectiveness • Reporting Accuracy • Audit Readiness & Compliance • Automation and Continuous Improvement Contributions Mission: To function as the centralized control tower for IT operations, delivering proactive monitoring, efficient incident response, operational governance, and continuous service improvement to maintain a stable, reliable, and business-aligned IT environment