Commander

Command Center (Specialist / Associate – Relevant Exp : 1 Year to 5 years)

Job Responsibilities :

Monitoring & L1.5 troubleshooting & resolution for application related issues as per knowledge articles.

Initial triage of incidents related to application issues using knowledge articles.

Work on service requests (onboarding & offboarding, certificate management, alert enablement in SolarWinds etc.) following the documented process.

Perform health check activities and monitor performances of infrastructure components & applications.

Responding & resolving incidents within SLA

Making inbound & outbound calls with ISP & onsite tech team.

Engage third parties (as required) to support resolution for Supplier Services

Engage other technical teams to support resolution for supplier services.

Keep the incident updated as per discovery or end user information on real time basis.

Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.

Validating the accuracy of incident / Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.

Initiate the technical bridge upon Major Incident declaration and provide update on the bridge to all stakeholders.

Send email communications and notifications during major incident bridges.

Engage Incident commander / supervisor / on call manager.

Confirmation with end users / technical teams for issue resolution and update all stakeholders on technical bridge.

Create problem tickets & outage records for major incidents.

For P1 / P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.

Must be willing to work in shifts, provide hand-over to next shift, send business readiness checklist

Key Skills and Experience :

Hands-on experience on at least 1 ITSM tool (ServiceNow, Remedy. etc.,).

Proven verbal and written communication skills, which will be key in driving customer communication during critical events.

Demonstrating proficiencies in at least one of the technology domains (preferably network).

Proven understanding of ITIL framework

Experience working in Managed services environment providing application support, with strong knowledge on IT Service Management (ITSM) process including incident, request, and problem management.

ITIL 4 certification is a plus