Command Center Specialist

Location: Onsite – Jaipur
Employment Type: Full-Time
About The Role
We are looking for an experienced IT Command Center Lead to manage our 24x7 IT Command Center operations. This is a critical leadership role responsible for ensuring continuous monitoring, incident management, and proactive observability across our IT applications and infrastructure. If you thrive in high-pressure environments and have strong technical and leadership skills, we’d love to hear from you.
What You’ll Do
As The IT Command Center Lead, You Will
Monitor & Maintain Uptime
Oversee deployment and management of observability tools (APM, NMS, Grafana, etc.) for applications, networks, and infrastructure.
Ensure real-time tracking of KPIs to maintain service quality and uptime.
Manage Incidents Efficiently
Lead incident resolution processes, including bridge setup, stakeholder communication, and rapid service restoration.
Ensure SLA compliance for incident response and resolution.
Maintain clear escalation procedures for critical issues.
Drive Problem Management & RCA
Conduct root cause analysis for recurring issues and implement permanent fixes.
Maintain a problem management database for trend analysis and proactive resolution.
Proactive Monitoring & Metrics
Define and track KRIs and performance metrics across applications, databases, middleware, storage, OS, and network infrastructure.
Collaborate with support teams to prevent service disruptions.
Governance & Reporting
Prepare and present performance and incident reports to senior leadership (CTO/CIO).
Participate in governance meetings to review team performance and identify improvements.
What We’re Looking For
Technical Expertise
Proficiency in observability tools (APM, Grafana, etc.).
Strong understanding of IT infrastructure (databases, middleware, OS, network).
Knowledge of ITIL frameworks for incident, problem, and change management.
Familiarity with SLA, KPI, and KRI tracking.
Leadership & Communication
Ability to lead a diverse team in a 24x7 environment.
Excellent communication and stakeholder management skills.
Strong collaboration and influencing capabilities.
Analytical Skills
Expertise in analyzing observability metrics and identifying patterns.
Skilled in RCA formulation and implementing corrective actions.
Qualifications
Education: B.Tech in Computer Science/IT, MCA, or related field.
Certifications: ITIL and observability tools certifications preferred.
Experience:
Minimum 5 years in IT operations.
Proven experience managing IT Command Center or similar roles.
Hands-on experience with incident/problem management in a 24x7 environment.
Strong troubleshooting skills for complex IT applications (preferably BFSI domain).
Preferred:
Experience in banking/financial services IT operations.
Familiarity with cloud-based monitoring (AWS) and hybrid IT environments.
Key Performance Indicators (KPIs)
Improved application uptime through proactive monitoring.
Reduced Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
SLA adherence for incident resolution.
Team performance and training effectiveness.
Reduction in recurring incidents via effective RCA.
Ready to lead and make an impact?
Apply now and join us in driving operational excellence!

Work arrangement
No