Command Center Analyst (L1)

Job Responsibilities

• Monitor enterprise infrastructure, network, security, and observability dashboards in a 24x7 Command Center environment.
• Perform real-time alert monitoring, incident triage, and route incidents to the appropriate resolver teams within SLA.
• Create, update, and manage incidents using BMC Helix ITSM while maintaining accurate documentation.
• Monitor infrastructure, network, endpoint security, database activity, and patch compliance alerts.
• Escalate critical (P1/P2) incidents promptly and support major incident management activities.
• Perform shift handovers, maintain operational logs, and ensure accurate incident documentation.
• Participate in operational reviews, knowledge management, and continuous service improvement initiatives.

Requirements

• 0–2 years of experience in IT Operations, NOC, Command Center, Service Desk, or Infrastructure Support.
• Basic understanding of networking concepts (TCP/IP, DNS, VLAN, Routing, Switching).
• Basic knowledge of Windows/Linux servers, virtualization, cloud infrastructure, storage, and backup concepts.
• Exposure to monitoring or observability tools such as Splunk, SolarWinds, Cisco ThousandEyes, Trend Micro, Imperva DAM, BigFix, or similar platforms.
• Experience with ITSM tools such as BMC Helix, ServiceNow, or Remedy is an advantage.
• Good troubleshooting, analytical, and communication skills.
• Willingness to work rotating 24x7 shifts.

Preferred Skills

• Splunk
• SolarWinds
• Cisco ThousandEyes
• Trend Micro
• Imperva DAM
• BigFix
• BMC Helix ITSM
• Incident Management
• ITIL Foundation (preferred)

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