Command Center Engineer (Ref 26521)

Responsibilities

• Monitor Splunk, SolarWinds DPM, Cisco Thousand Eyes, Trend Micro, Imperva DAM and BigFix dashboards continuously during assigned 24x7 shift

• Identify, interpret and triage infrastructure, network, security and database activity alerts in real time

• Route alerts to the correct specialist resolver group within defined SLA response windows; escalate P1/P2 immediately

• Create, update and close BMC Helix ITSM tickets for all alerts and incidents; maintain accurate CMDB CI associations

• Follow documented escalation procedures for all alert types; apply sound judgement on severity classification

• Monitor SLA countdown for open tickets and escalate at-risk tickets before breach

• Perform shift handover — document all open incidents, actions taken, active alerts and pending escalations

• Maintain the command centre operations log and contribute to knowledge base article updates

• Participate in scheduled alert tuning reviews; provide feedback on false positives and threshold adjustments

• Support major incident bridge calls as required — maintain the incident timeline and update stakeholders

• Complete all mandatory tool and process training; maintain certification in all command centre platforms

Requirements

• Diploma/Degree in Computer Science, Information Technology, Engineering, or a related discipline. 

• Experience supporting enterprise monitoring, observability, security, or IT operations platforms in large-scale environments.

• Familiarity with enterprise monitoring tools such as Splunk, SolarWinds DPM, Cisco ThousandEyes, Trend Micro, Imperva DAM, BigFix, and BMC Helix ITSM. 

• Understanding of alert monitoring, triage, incident management, SLA compliance, and escalation processes. 

• Basic knowledge of networking, infrastructure, cloud, and security monitoring concepts. 

• Strong analytical, troubleshooting, and attention-to-detail skills with the ability to accurately classify and document incidents. 

• Good communication skills for incident reporting, shift handovers, and stakeholder coordination. 

• Willingness to work in a 24x7 shift environment

Licence no: 12C6060