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.

• 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.
  
  

• Ability to lead a diverse team in a 24x7 environment.
• Excellent communication and stakeholder management skills.
• Strong collaboration and influencing capabilities.
  
  

• Expertise in analyzing observability metrics and identifying patterns.
• Skilled in RCA formulation and implementing corrective actions.
  
  

• 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.

• 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.