Enterprise Command Center (ECC) Operations

The ECC Analyst provides Level 1 operational support for global production services. The role proactively monitors application, infrastructure, and network events; performs initial triage and documented restoration steps; coordinates escalation to the correct resolver teams; and supports issue bridges through accurate communications, timelines, and follow-through. The analyst works within established IT service management processes and maintains human accountability when using approved AI-assisted tools.
Key Responsibilities
Monitor production applications, infrastructure, and network services; assess alerts and events for potential customer or business impact.
Perform initial fault isolation and execute approved runbook or standard recovery actions within the Level 1 support scope.
Create, update, and maintain accurate incident records, including impact, actions taken, resource engagement, status, and restoration details.
Escalate unresolved issues to the appropriate Level 2 or engineering team; page on-call resources, confirm response, and track progress through resolution.
Support Major Incident and working bridges by initiating the meeting when required, engaging participants, maintaining timelines, documenting actions and decisions, and supporting stakeholder updates.
Validate service restoration with resolver teams and ensure required operational documentation is complete before handoff or closure.
Review and use application runbooks, monitoring guidance, and production-readiness documentation; identify gaps and improvement opportunities.
Support approved changes, maintenance activities, deployment validation, failover exercises, and routine operational health checks.
Provide initial network incident triage and monitoring support, including validation of network changes during maintenance windows.
Use approved automation and AI-assisted operational tools for alert interpretation, incident context, documentation, and communication, while validating outputs before use.
Contribute to continuous improvement initiatives that reduce manual effort, strengthen monitoring, and improve operational consistency.
Required Qualifications
Relevant degree, technical diploma, or equivalent professional experience in IT operations, computer science, networking, or a related field.
3–6 years of experience in production support, NOC, enterprise operations, infrastructure monitoring, or a similar high-availability environment.
Working knowledge of ITIL-aligned Incident, Major Incident, Change, and Problem Management practices.
Experience with enterprise monitoring and observability tools such as Splunk, SolarWinds, SevOne, PRTG, ThousandEyes, LogicMonitor, or comparable platforms.
Practical knowledge of Windows and Linux environments, web and middleware services, and core infrastructure concepts.
Foundational networking knowledge, including TCP/IP, DNS, routing, firewalls, VPN/IPsec, SNMP, NetFlow, and syslog-based monitoring.
Strong written and verbal English communication skills, including concise technical summaries and stakeholder updates.
Ability to prioritize multiple events, follow documented procedures, maintain attention to detail, and work effectively under pressure.
Ability to collaborate across distributed application, infrastructure, network, service desk, vendor, and engineering teams.
Preferred Qualifications
Experience with ServiceNow, xMatters or equivalent paging/notification tools, and Microsoft Teams-based incident collaboration.
Relevant certifications such as ITIL Foundation, CompTIA A+, Network+, CCNA, Microsoft, Linux, or equivalent.
Experience with automation, structured prompting, AI-assisted operations, or operational knowledge management.
Success Profile
Takes ownership of assigned incidents and follows through until clear handoff or restoration.
Communicates early, clearly, and accurately, especially when impact or next steps are uncertain.
Uses sound judgment, follows established controls, and escalates promptly when scope or risk exceeds authority.
Demonstrates curiosity, continuous learning, and a practical improvement mindset.
Screening emphasis
Prioritize candidates with real-time operations experience, disciplined incident documentation, strong escalation follow-through, and the communication skills to support high-impact bridges in a globally distributed environment.

Work arrangement
Hybrid