About the role
Role OverviewThe Command Center provides 24/7 operational support for critical business services and technology platforms. As a Technical Support Analyst I, you will be responsible for real-time monitoring and support of applications, infrastructure, and network systems across a hybrid cloud environment.This role requires strong incident management capabilities, proactive monitoring, and collaboration with cross-functional teams to ensure high system availability and timely resolution of issues. You will play a key role in maintaining service reliability by identifying, troubleshooting, and resolving incidents impacting production systems.
Key Responsibilities
- Monitor applications, servers, databases, networks, and batch systems in real time
- Identify, log, categorize, and prioritize incidents based on impact and urgency
- Perform initial triage and support incident resolution, including basic remediation actions
- Coordinate and support Major Incident and Priority Incident management processes
- Facilitate incident bridge calls with internal technical teams and stakeholders
- Track, document, and update incidents and resolutions in ticketing systems (e.g., ServiceNow, Helix)
- Follow ITIL-based Incident and Change Management processes
- Collaborate with cross-functional teams to restore services within defined SLAs
- Support high-availability environments operating in a 24/7 model
- Assist with system maintenance notifications and outage communications
- Troubleshoot issues across infrastructure layers, including network, server, and application components
- Perform basic operational tasks such as restarting services and validating system health
Required Skills & Qualifications
- Strong analytical and problem-solving skills with attention to detail
- Ability to follow defined processes, procedures, and escalation protocols
- Good time management and multitasking abilities in a fast-paced environment
- Effective team collaboration and interpersonal skills
- Strong written and verbal communication skills
- Ability to work in rotational shifts, including weekends
Preferred Qualifications
- Bachelor’s degree in Computer Science, IT, or related field, or equivalent work experience
- Basic understanding of networking and security concepts (TCP/IP, routing, firewalls)
- Familiarity with Windows and Linux server environments
- Exposure to networking technologies such as Cisco, Arista, or Fortinet
- Experience with ITSM tools like ServiceNow or BMC Helix
- Working knowledge of cloud platforms such as AWS or GCP
- Understanding of ITIL frameworks (Incident, Problem, Change Management)
- Proficiency in Microsoft Office tools (Outlook, Excel, Word)
Good to Have
- Industry certifications such as AWS, CompTIA, Cisco (CCNA), or ITIL
- Experience in production support or command center environments
- Exposure to monitoring tools and log analysis platforms
Why Join Us
- Opportunity to work in a high-impact, mission-critical operations environment
- Exposure to modern cloud and hybrid infrastructure technologies
- Collaborative and fast-paced work culture
- Continuous learning and certification support