About the role
Job Description – Command Center Lead
Location: Chennai
Experience: 8-10 Years
Key Responsibilities:
- Lead and manage the IT Command Center operations, ensuring 24x7 monitoring of critical IT infrastructure and business services.
- Monitor incidents, alerts, and outages, and drive timely resolution by coordinating with support teams.
- Manage Major Incident Management (MIM) processes and facilitate bridge calls during critical situations.
- Track SLA compliance, service availability, and operational performance metrics.
- Perform incident trend analysis and identify opportunities for service improvement.
- Coordinate with infrastructure, application, network, and security teams for issue resolution.
- Prepare operational reports, dashboards, and management updates.
- Ensure adherence to ITIL processes including Incident, Problem, and Change Management.