L1 Command Center IT Support

Job details:
We are looking for Command Center Analysts to join our 24x7 Network & Infrastructure Operations Centre (NOC/IOC). You will be the first line of defence — continuously monitoring observability and security dashboards across Splunk, SolarWinds DPM, Cisco Thousand Eyes, Trend Micro Deep Security, Imperva DAM and BigFix — detecting incidents, triaging alerts and routing them to the correct specialist resolver group within defined SLA windows.

This is a fast-paced, shift-based role where attention to detail, calm decision-making under pressure and accurate documentation are critical. You will be trained on all tool dashboards, alert categories and escalation procedures, and you will be the primary contact for raising and updating BMC Helix ITSM tickets on behalf of the operations centre.

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

Job requirements:
• 0-2 years of relevant experience in Network & Infrastructure Operations Centre environment.

• Observability tool navigation — Splunk, SolarWinds DPM, Cisco Thousand Eyes, Trend Micro, Imperva DAM and BigFix dashboard operation

• Alert interpretation — understanding alert severity, threshold definitions and contextual indicators across all monitored platforms

• Alert triage — classifying, prioritising and routing alerts to the correct resolver group within defined response windows

• BMC Helix ITSM — incident creation, ticket management, CMDB CI lookup and SLA monitoring

• Basic networking concepts — understanding of IP addressing, DNS, routing, VLAN and common connectivity issues

• Basic infrastructure concepts — server, virtualisation, cloud compute, storage and backup fundamentals

• Security awareness — understanding of common alert types from endpoint and database activity monitoring tools

• Communication — clear, accurate written and verbal communication for incident updates, escalation calls and handover notes

• Shift handover — accurate documentation of open incidents, alert status and actions taken during shift

• SLA awareness — understanding of P1/P2/P3/P4 response and resolution targets; recognising and escalating breach risk

• Documentation — maintaining accurate operational logs, shift reports and knowledge base articles

• Attention to detail — accurate ticket logging, alert classification and escalation decision-making

Interested applicants please send your resume to [email protected]

Venessa Goh Wee Ni

R24124686

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted.