Key Responsibilities
Incident Management and Troubleshooting
Own the incident lifecycle end-to-end—detection, triage, escalation, resolution, and post-incident review—aligned with ITIL best practices.
Troubleshoot issues across cloud infrastructure (EC2, VPC, VPN, load balancers), identity and access management (IAM, SSO, directory services), networking (DNS, firewalls, routing), databases, and application layers.
Act as Incident Commander during major incidents; run bridge calls, drive resolution, and deliver executive communications to senior leadership.
Ensure accurate classification, prioritization, and documentation of all incidents in Jira Service Management.
Monitoring and Security
Monitor multi-cloud infrastructure, network components, and security tooling 24×7 using enterprise observability platforms.
Proactively identify anomalies, threshold breaches, and security events; initiate remediation or escalation before business impact.
Maintain and refine dashboards, alert thresholds, and runbooks to improve detection accuracy and reduce noise.
Shift and Operations Management
Manage shift handoffs, rosters, and coverage to ensure uninterrupted 24×7 operations.
Conduct shift briefings/debriefings and maintain operational logs for leadership visibility.
Drive adherence to SOPs and escalation matrices across all shifts.
SLA Management and Stakeholder Communications
Monitor SLA adherence for incident response and resolution; track MTTR, MTTA, MTBF, and availability metrics.
Produce operational dashboards and reports for leadership; flag SLA breach risks proactively.
Serve as the communications coordinator during incidents—partnering with Engineering, DevOps, Security, and IT leadership across time zones.
Conduct periodic service reviews with stakeholders; drive continual service improvement initiatives.
Knowledge Management and Mentorship
Contribute to and maintain runbooks, SOPs, escalation matrices, and troubleshooting guides in Confluence.
Author knowledge articles for recurring incidents and known errors to accelerate resolution.
Mentor junior Command Centre Specialists on operational tasks, troubleshooting techniques, and professional growth.
Required Qualifications
8–10 years in a Command Centre, NOC, or equivalent 24×7 operations environment.
