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About the Role
The Command Center Engineer will continuously monitor infrastructure, applications, databases, networks, and cloud services using enterprise monitoring tools. This role is responsible for identifying alerts, validating incidents, performing initial troubleshooting, raising tickets, and coordinating with resolver groups for timely resolution. The engineer will manage incident lifecycles, support major incident bridges, communicate service impacts to stakeholders, and ensure compliance with SLA and operational procedures.
Responsibilities
- Continuously monitor infrastructure, applications, databases, networks, and cloud services using enterprise monitoring tools.
- Identify alerts, validate incidents, perform initial troubleshooting, and raise tickets.
- Coordinate with resolver groups for timely incident resolution.
- Manage incident lifecycles and support major incident bridges.
- Communicate service impacts to stakeholders.
- Ensure compliance with SLA and operational procedures.
- Perform event correlation, alert analysis, and impact assessment.
- Track outages and manage escalations for service restoration.
- Monitor dashboard health and review recurring incidents.
- Identify service trends and generate operational reports.
- Contribute to process improvement initiatives.
- Maintain operational documentation, runbooks, knowledge articles, escalation matrices, and monitoring procedures.
- Participate in shifts and handle priority incidents.
- Coordinate change activities and validate scheduled maintenance windows.
- Support business continuity and disaster recovery exercises.
Requirements
- Strong experience in Enterprise Command Center Operations, Event Monitoring, Incident Management, Major Incident Management, Service Desk Operations, and IT Operations Support.
- Hands-on experience with monitoring tools such as Splunk, SolarWinds, Nagios, Zabbix, Dynatrace, AppDynamics, SCOM, OEM, or similar enterprise monitoring platforms.
- Strong understanding of ITIL processes, including Incident Management, Problem Management, Change Management, and Service Request Management.
- Proficient in monitoring infrastructure, servers, databases, network devices, cloud services, and business-critical applications.
- Experience in alert triaging, escalation management, ticket handling, dashboard monitoring, outage communication, and SLA reporting.
- Strong analytical, troubleshooting, communication, and stakeholder management skills.
Skills
- Splunk
- SolarWinds
- Nagios
- Zabbix
- Dynatrace
- AppDynamics
- SCOM
- OEM
- ServiceNow
- BMC Remedy
- Opsgenie
- PagerDuty
- Microsoft Teams integrations
- Power Automate
- Splunk Dashboard development
- AWS monitoring
- Azure monitoring
- OCI monitoring
- Automation
- Python
- PowerShell
- SQL
- Grafana
- Elasticsearch
- Kibana
- Ansible
- DevOps tools
- Site Reliability Engineering (SRE)
- AIOps platforms
- Workflow automation
- Power BI