Command Centre Analyst

We are currently looking for a Command Centre Analyst. You will be responsible for monitoring IT infrastructure alerts and events across network, server, and application systems using monitoring tools. Additionally, you will create and categorize tickets in the ITSM system (e.g., ServiceNow, BMC) as per SOPs upon detection of defined alerts or threshold breaches.

Responsibilities

• Monitor IT infrastructure alerts and events across network, server, and application systems using monitoring tools.
• Create and categorize tickets in the ITSM system (e.g., ServiceNow, BMC) as per SOPs upon detection of defined alerts or threshold breaches.
• Follow predefined workflows to notify relevant resolver groups or escalate incidents when needed.
• Operate in a 24x7 shift environment (including night and weekend shifts).
• Maintain event logs and document issues accurately for further triage and resolution.
• Support initial validation of events (false positive elimination) based on standard checks.
• Collaborate with L1/L2 support teams for incident handover or follow-up.
• Ensure compliance with monitoring KPIs and SLAs for incident detection and ticket creation.
• Assist in the upkeep of monitoring dashboards and tools under supervision.
• Participate in periodic system health checks and basic IT operations tasks based on SOPs.
• Basic familiarity with infrastructure domains such as Windows, AD, network, and servers is preferred.
• Proficiency in basic report preparation using Excel and documentation using word processing tools is essential.
• Attention to detail and ability to follow runbooks/SOPs precisely.
• Good written and verbal communication skills.
• Customer-oriented approach is always expected.

Requirements

• Bachelor's degree in computer science, Information Technology, or a related field, or equivalent experience.
• 3+ years of relevant experience in an IT monitoring or support role.
• Willingness to work 24x7 rotational shifts.
• Good analytical and problem-solving skills.
• Ability to handle repetitive monitoring tasks with diligence and accuracy.

Nice to have

• An advanced degree in a relevant field is a plus.
• Relevant certifications, such as CompTIA Security+, Cisco CCENT, or AWS Certified Solutions Architect, are a plus.

Work Conditions

You will operate in a 24x7 shift environment, including night and weekend shifts.