Command Centre Operations Roles and Responsibilities :

- Serve as the _gatekeeper _for all Incident queues, ensuring productive governance, prioritization, and flow management.
- Respond proactively to system alerts, events, and incidents by performing initial triage, analysis, and timely resolution.
- Lead technical troubleshooting calls and Major Incident Management (MIM) bridges to drive quick containment and recovery.
- Escalate incidents to relevant resolver groups based on impact, urgency, and predefined workflows.
- Document incidents, actions taken, root findings, and resolutions in a clear, accurate, and audit‑friendly manner.
- Communicate effectively with internal IT teams, cross-functional stakeholders, vendors, and management during active incidents.
- Provide status updates, impact assessments, and risk visibility throughout the incident lifecycle.
- Participate in enhancement and rollout of monitoring tools, dashboards, and operational procedures.
- Expand monitoring coverage across platforms using tools such as Dynatrace, GlassBox, Splunk , and others.
- Utilize specialized tools to identify and analyze customer experience issues on the live site/production environment.
- Identify system gaps, recurring issues, and optimization opportunities to improve IT reliability and operational efficiency.
- Work closely with managers to streamline incident-handling processes and improve key KPIs such as MTTD , MTTI , and MTTR .
- Prepare daily and weekly reports covering alerts, incident trends, and platform health across dashboards.
- Maintain up‑to‑date SOPs, knowledge base articles, documentation, and reference guides for all monitored systems and processes.
- Lead the team in enhancing skills related to monitoring, environment understanding, incident handling,



and service request execution.
- Take ownership of documentation for new projects, obtain first-hand knowledge through training, and refine/transfer knowledge to the broader team.

Technical and Functional Skills : Bachelor’s Degree with 3+ years of hands-on experience in incident handling, platform monitoring, troubleshooting, APM tools, and reporting. Strong platform monitoring and troubleshooting expertise is a core requirement.

Solid understanding of ITSM processes, including Incident Management, Change Management & Problem Management. ITIL certification is an added advantage.

Advanced expertise in Dynatrace , including:

- Dynatrace environment setup and configuration
- ActiveGate deployment and management
- Working with Extensions 2.0, Smartscape topology, and Davis AI
- Designing and implementing monitoring for complex integrations (REST/SOAP APIs, file-based interfaces, scheduled jobs, orchestrations)
- Configuring Davis AI-driven alerting and anomaly detection for proactive issue identification
- Building executive-level dashboards and detailed technical dashboards (e.g., integration flow performance, latency metrics, error patterns)
- Deep-dive analysis of failed instances—reviewing HTTP status codes, payloads, connector faults, and performance bottlenecks

Proficiency in MS Office tools , especially:

- MS Excel (advanced reporting, pivot tables, analytics)




- MS PowerPoint (executive-ready presentations and performance trend reporting)

Good to have Skills :

- Experience in designing and building automation solutions to enhance Command Center Operations efficiency.
- Working knowledge of automation and orchestration tools such as Phantom, Ansible , etc.
- Hands-on experience with tool integrations and process flow design, particularly across platforms like Dynatrace, GlassBox, ServiceNow , and other monitoring/ITSM ecosystems.
- Scripting capabilities in Python, Selenium, JavaScript, or similar technologies for automation, monitoring enhancements, or data processing.
- Experience in implementing enterprise-level monitoring tools from scratch, such as Dynatrace, Splunk, GlassBox , including architecture design, integration, and dashboard creation.

People Skills and Other Personality Traits :

- Strong ability to interpret technical issues and articulate them clearly to both technical and non-technical stakeholders.
- Excellent verbal and written communication skills, with the capability to engage effectively with clients, leadership, and cross-functional teams.
- Demonstrated ability to connect the dots, identify improvement opportunities, and drive enhancements within existing projects.
- Proactive, detail-oriented, and capable of working in fast-paced, high-visibility operational environments.

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world’s leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India’s leading process management and data analytics compani

📌 Senior Analyst (Pune)
🏢 eClerx
📍 Pune