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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