Job Summary: L2 Integrated Command Center Specialist Job Responsibilities : The L2 Support Engineer -Command Center is a critical member of 24x7 operations team, serving as the first point of contact for monitoring, triaging, and resolving incidents across compute, storage, backup, and database infrastructure. This role operates within the Command Center, proactively identifying and addressing potential issues, executing SOP-driven. This is a mixed-skill role requiring a broad understanding of IT infrastructure and a commitment to continuous learning and automation. Responsibilities: - Provide 24x7 proactive monitoring of hybrid cloud infrastructure (compute, storage, backup, database) using established monitoring tools and dashboards. - Analyze alerts and events to identify potential incidents and proactively address them. - Perform initial troubleshooting and diagnosis of incidents following documented Standard Operating Procedures (SOPs). - Execute left-shift activities,
resolving recurring incidents and fulfilling service requests using SOPs to minimize escalations. - Conduct routine health checks and maintenance tasks on servers, storage systems, backup infrastructure, and databases. - Escalate complex or unresolved issues to L2 support engineers, providing transparent and concise documentation. - Accurately document all actions taken in the ticketing system (ServiceNow). - Contribute to the development and improvement of SOPs and knowledge base articles. - Participate in knowledge sharing and training activities to enhance technical skills and cross-functional knowledge. - Adhere to ITIL best practices and security policies. - Collaborate with Plant IT SME's as needed. - Contribute to the identification and implementation of GenAI use cases for improved incident resolution and automation. Qualifications: - 1-3 years of experience in a technical support or command center environment. - Basic understanding of IT infrastructure compon