Location: Onsite – Jaipur

Employment Type: Full-Time

About The Role

We are looking for an experienced IT Command Center Lead to manage our 24x7 IT Command Center operations. This is a critical leadership role responsible for ensuring continuous monitoring, incident management, and proactive observability across our IT applications and infrastructure. If you thrive in high-pressure environments and have strong technical and leadership skills, we’d love to hear from you.

What You’ll Do

As The IT Command Center Lead, You Will

Monitor & Maintain Uptime
Oversee deployment and management of observability tools (APM, NMS, Grafana, etc.) for applications, networks, and infrastructure.
Ensure real-time tracking of KPIs to maintain service quality and uptime.
Manage Incidents Efficiently
Lead incident resolution processes, including bridge setup, stakeholder communication, and rapid service restoration.
Ensure SLA compliance for incident response and resolution.
Maintain explicit escalation procedures for critical issues.
Drive Problem Management & RCA




Conduct root cause analysis for recurring issues and implement permanent fixes.
Maintain a problem management database for trend analysis and proactive resolution.
Proactive Monitoring & Metrics
Define and track KRIs and performance metrics across applications, databases, middleware, storage, OS, and network infrastructure.
Collaborate with support teams to prevent service disruptions.
Governance & Reporting
Prepare and present performance and incident reports to senior leadership (CTO/CIO).
Participate in governance meetings to review team performance and identify improvements.
What We’re Looking For

Technical Expertise

Proficiency in observability tools (APM, Grafana, etc.).
Strong understanding of IT infrastructure (databases, middleware, OS, network).
Knowledge of ITIL frameworks for incident, problem, and change management.
Familiarity with SLA, KPI, and KRI tracking.

Leadership & Communication

Ability to lead a div

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