Job Summary
To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company. Command Center Engineer (L2 GCC Onshore) \\\\r\\\\n\\\\r\\\\nPurpose of the Role and Key Accountabilities: \\\\r\\\\n\\\\r\\\\nThe Command Center Engineer is responsible for ensuring the seamless operation of critical IT infrastructure by providing 24/7 monitoring, incident management, and technical escalation support. The role requires in-depth technical expertise, analytical skills, and the ability to work under pressure to ensure maximum system uptime and minimal service disruptions. \\\\r\\\\n\\\\r\\\\n- 24/7 Proactive Monitoring & Incident Response: \\\\r\\\\n - Utilize enterprise-grade monitoring solutions such as BBPM, HP NNM, SolarWinds, Splunk, and Prometheus to detect and respond to system anomalies. \\\\r\\\\n - Conduct real-time log analysis and telemetry monitoring to identify patterns indicating potential failures or performance degradation. \\\\r\\\\n - Implement event correlation strategies to reduce noise from redundant alerts and ensure efficient incident prioritization. \\\\r\\\\n\\\\r\\\\n- Escalation Management & Root Cause Analysis (RCA): \\\\r\\\\n - Act as a critical point of technical escalation for L1 teams and collaborate with infrastructure, network, and application support teams. \\\\r\\\\n - Drive post-incident reviews (PIRs) to determine root causes and document corrective actions. \\\\r\\\\n - Assist in forensic analysis of incidents by leveraging SIEM (Security Information and Event Management) and system logs. \\\\r\\\\n\\\\r\\\\n- Operations Reporting & Metrics Analysis: \\\\r\\\\n - Generate detailed Operations Reports including performance trends, incident statistics, SLA compliance, and MTTR (Mean Time to Resolve) metrics. \\\\r\\\\n - Develop custom dashboards and automated reports in ServiceNow, Power BI, or Grafana to provide real-time insights into system health. \\\\r\\\\n - Perform trend analysis on recurring incidents to recommend proactive solutions and process improvements. \\\\r\\\\n\\\\r\\\\n- Technical Process Management & Knowledge Base Development: \\\\r\\\\n - Define and refine Standard Operating Procedures (SOPs) for incident handling, escalation protocols, and troubleshooting methodologies. \\\\r\\\\n - Maintain an updated Knowledge Base (KB) repository with detailed runbooks and remediation procedures. \\\\r\\\\n - Ensure strict adherence to ITIL best practices in Change, Incident, and Problem Management processes. \\\\r\\\\n\\\\r\\\\n- Critical Incident Management & Crisis Coordination: \\\\r\\\\n - Serve as the Major Incident Manager (MIM) during high-severity outages, coordinating resolution efforts across multiple teams. \\\\r\\\\n - Manage and facilitate war room calls, ensuring clear communication between technical teams, stakeholders, and executive leadership. \\\\r\\\\n - Develop and maintain the Major Incident Communication Plan, ensuring timely and accurate updates to affected business units. \\\\r\\\\n\\\\r\\\\n- Security & Compliance Monitoring: \\\\r\\\\n - Conduct regular security health checks on monitored systems, ensuring compliance with security policies and industry standards. \\\\r\\\\n - Escalate anomalous behavior and security threats detected through SIEM platforms such as Splunk or ArcSight. \\\\r\\\\n - Work closely with cybersecurity teams to mitigate vulnerabilities and enforce incident response playbooks. \\\\r\\\\n\\\\r\\\\n- Infrastructure & Application Support: \\\\r\\\\n - Work closely with DBA teams to monitor database health, replication status, and transaction logs. \\\\r\\\\n - Support network monitoring activities, including packet flow analysis, bandwidth utilization, and firewall rule violations. \\\\r\\\\n - Provide Level 2 support for cloud-based infrastructures (AWS, Azure, Google Cloud) and hybrid environments. \\\\r\\\\n\
Key Responsibilities
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.