Job DescriptionKey Responsibilities

- Monitor enterprise infrastructure, applications, and service health through Command Center tools and dashboards.

- Possess fair knowledge of L1 infrastructure support and troubleshooting, including alert monitoring, incident triage, initial diagnosis, and resolution/escalation for Windows, Linux, Backup, Storage, and Database environments.

- Act as the primary point of contact for Major Incidents (MI) and coordinate incident bridges with internal and client stakeholders.

- Prioritize incidents based on business impact and urgency and ensure timely resolution.

- Manage and track escalations across technology towers, support teams, vendors, and service providers.

- Monitor SLA, KPI, and operational performance metrics and trigger escalations when required.

- Provide periodic service status updates, incident communications, and executive-level reporting.

- Coordinate root cause analysis (RCA) activities and ensure closure of corrective and preventive actions.

- Review recurring incidents and alerts to identify trends and recommend permanent fixes.

- Maintain escalation matrices, operational runbooks, and command center documentation

- Support change monitoring, post-implementation reviews, and risk assessments.

- Drive continuous service improvement initiatives and recommend process enhancements.

- Liaise between client teams, infrastructure support groups, and third-party service providers to ensure seamless service delivery.





Roles ResponsibilitiesRequired Skills

- Solid understanding of ITIL Incident, Problem, Change, and Service Management processes.

- Experience in Major Incident and Escalation Management.

- Knowledge of infrastructure services including Server, Network, Cloud, End User Computing, and Security operations.

- Strong analytical and troubleshooting capabilities.

- Excellent verbal and written communication skills.

- Stakeholder and client management experience.

- Dashboarding and reporting knowledge using Excel, Power BI, ServiceNow, or monitoring tools.

- Ability to work under pressure and manage multiple critical incidents simultaneously.

Qualifications

- Bachelor''s degree in Engineering, Computer Science, Information Technology, or related discipline.

- ITIL Foundation Certification preferred.

- ServiceNow exposure preferred.

- Experience in Command Center, NOC, Service Desk, IT Operations, or Infrastructure Support environments.

Educational RequirementBachelor of Engineering

Preferred SkillsFoundational->IT User Management->Incident and Request Management,Foundational->Program Management->Organization Change Management,Foundational->Service Management->ITIL,Technology->Infrastructure- Administration, Monitoring->Remedy-Design and Remedy-Administration->Service Now,Technology->Infrastructure Security->IT Service Management,Technology->Mana->Command Center

Service LineCloud Infrastructure Services

📌 CISAMRMFRE-Command Center Analyst Admin-Jl4 (Bengaluru)
🏢 Infosys
📍 Bengaluru