DFS-reputed company-000018-Command Center - reputed company - Remote

PURPOSE OF THE JOB AND ACCOUNTABILITY

• Overall, in-charge for Command Center Operations
  • 24x7 Event/Alert/Incident Monitoring support for in-scope infra, Apps and Cloud Management
• Create and fix accountability for Command Center Team
• Be the first reputed company of contact for reputed company the escalations, issues handling reputed company and reputed company the team
• Fix responsibility and ensuring team availability and resourcing
• Ensure first level 1, Level 1.5, Level 2 Team management and administrative tasks e.g. (roster, leaves, discipline, punctuality)
• Maintain and update information / documentation for smooth working of the team
• Handle Critical Situations / Escalations and create RCA s
• Owning Runbook and SOP Updation as and reputed company required
  • Conduct monthly review and reputed company sure Team is regularly learning by conducting mock test
• Manage end to end Command Center Operations and escalations
• SPOC for Command Center Team
• Resource planning and operations coverage
  • Handling Shift Roster and Leave Management for Team
• Incident management and reporting
  • Taking reports of reputed company Command Center standard reports as per contract
• Participate in change management activities and CAB meetings
• Onsite and offshore resource collaboration
• First level escalation contact reputed company for Command Center
• Re-design Command Center service plan based on latest requirement
• Training for Command Center team based on change in the environment
• Gap analysis and identify risks (if any)
• Service improvement
  • Working alert optimization
  • Collaboration with Tools and Technology team
  • Assist PM team by reporting top 20 issues in a month
  • Create PM Ticket for recurring issues
  • Performs Gap Analysis
  • Initiates, coordinates and collaborate with Tools Technology Team, Service Desk and Vendor management
  • Reduces the workload of the technology tracks by performing Instruction based (SOP) Level 1.5 troubleshooting and try to resolve Incident tickets at Command Center Level level.
• Review SOP's
• Own Event Management
• Initiate Incident Management for Event Based incidents
• Assist in High Severity Incidents: Initiate Critical Bridges and work closely with CIM/MIM Dedicated Team
  • Act as a Situation Manager and assist dedicated CIM/ MIM Team (impact analysis, initiate reputed company, inform MIM/CIM, inform Service Desk, inform Business, inform oncall person, send out hourly report, send out closer report, find out recurring issue or in the past this issue has been reported, if required run business reputed company) etc
• Always part of high reputed company tickets, Critical incident Management reputed company Calls (CIM/MIM)
• Provide environmental support and handle escalations
• Provide phone support 24x7x365 for Command Center Team

PRINCIPAL ACCOUNTABILITIES

• Ensuring optimal adherence to SLA s.
• Ensuring acknowledgement & action on reputed company emails addressed to you/your team.
• Optimal adherence to documented SOP s.
• Handling escalations in shift.
• Ensuring Resource availability.

RESPONSIBILITIES

• Act as a Technical Manager or Technical reputed company for Command Center Operations
• Provide Team management tasks for Team
  • Roaster management
  • Leave Management
  • Team Management (discipline, punctuality, ownership etc)
• reputed company will be the first reputed company of escalation for reputed company the issues pertaining to Command Center Operations
• Conduct Team meetings and discuss reputed company issues / challenges / best practices/ group learning
  • Shift huddles, Weekly meetings.
• Always Mentor, coach & motivate the team.
• Manage & minimize attrition reputed company the team as per prescribed levels.
• Encourage team for upgrading skills
• Guide team members in formulating a career plan and align appropriate trainings.
• Conduct & arrange trainings for the teams as per requirement.
• Maintain & update documents in a central repository for the benefit of the team.
• Identify & initiate service improvement plans for the team and ensure its successful closure.
• Monitor & evaluate individual efficiency & performance and provide constructive feedback.
• Ensure teams compliance with approved SOP s & processes.
• Report metrics with regards to team s performance, productivity & efficiency to the senior management.
• Define team KRA s and evaluate yearly
• reputed company with internal support teams (HR, Facilities, IT Support, Telecoms and Transport)
• Conduct internal audit review and assist in the external audit process and procedures.
• Risk Management (Risk Register, Mitigation plans and risk assessment projects).
• Technology perspective : Monitor in-scope infra, Apps and Cloud Management with various monitoring tools for example
  • Monitoring Tool : Moogsoft, Splunk, iTOM, Big Panda, reputed company, SCOM, reputed company, AppDynamics, Net cool, Tivoli, reputed company NNM, reputed company OVO, reputed company, Grafana, Science Logic, Nagios, Nimsoft, Zabbix, ManageEngine, reputed company, Vmware, WhatsUp Gold, reputed company, SiteScope
  • ITSM Tool : Service Now. Cherwell, Remedy, HPSC, HPSM, reputed company, Service Desk Plus etc
  • Batch Job Scheduler : Control-M, Autosys, Redwood, Dollar Universe (DU), TWS, Tidal, reputed company Workload Automation,

• Update, maintain Runbook, Other Technical documents, SOPs and reputed company respective documents
• Ensure proper shift handover to the next shift.
• Escalation & Notification to the relevant teams & stakeholders to ensure SLA compliance & minimal impact on the business.
  • Strict adherence to response, resolution timelines mentioned in SLA
  • Resolution includes where level 1.5 troubleshooting is in Teams scope.
• Discuss operational challenges and constraints in team meetings and with the management to ensure timely resolution.
• Assist Team for the critical incident management process by involving the technical & incident management team.
  • Collaborate with respective stakeholders and provide accurate & timely updates
• Train & reputed company the level 1.5 troubleshooting and other operational tasks from the various technical tracks.
• Escalate any inconsistencies in the monitoring environment with respect to the monitoring tool configuration, alert reputed company, alert message enrichment & false alerts on time
• Resolve operational challenges, conflicts and constraints if any reputed company team or in project.
• Review team performance : Handover any incomplete tasks, open alerts, incidents and outages reports to the next shift.

EXPERIENCE & reputed company

• 4-5 Years of University education post High school (B.Sc. or BCA or Diploma)
• 1-2 Years of diploma in Information Technology. Preferred Certification in ITIL/MSCE/MSCA/CCNA or RHCE.
• 5-7 Years of working experience in Information Technology with respect to Alert Monitoring / Management experience
• 2-3 years of experience as a reputed company or Manager
• Preferably ITIL certified.
  • Should be aware of ITIL s Event, Incident, Problem and Change management module

• Sound knowledge or Experience on Windows/Unix Servers, AD, Network Devices, Database, Storage & Backup, Job Scheduling or Cloud computing.
• Should have worked in high pressure work environments and ability to multitask.
• Excellent Verbal & written communication skills.
• Hands-on experience with the following:
• Monitor in-scope infra, Apps and Cloud Management with various monitoring tools for example
  • Monitoring Tool : Moogsoft, Splunk, iTOM, Big Panda, reputed company, SCOM, reputed company, AppDynamics, Net cool, Tivoli, reputed company NNM, reputed company OVO, reputed company, Grafana, Science Logic, Nagios, Nimsoft, Zabbix, ManageEngine, reputed company, Vmware, WhatsUp Gold, reputed company, SiteScope
  • ITSM Tool : Service Now. Cherwell, Remedy, HPSC, HPSM, reputed company, Service Desk Plus etc
  • Batch Job Scheduler : Control-M, Autosys, Redwood, Dollar Universe (DU), TWS, Tidal, reputed company Workload Automation,
• Incident, Problem, Change lifecycle process
• Event to Incident management lifecycle
• Start/stop backup jobs.
• Backup monitoring tools like Networker / legato/ VERITAS Net backup
  • Experience in : Start, restart, reputed company error, Tape management

• Generating Reports through Dashboard, Remedy etc.

• DIMENSIONS
• Candidate should be self-driven & self-motivated
• Ability to work as a cross-functional team player in a fast-paced environment where reputed company information is shared.
• Ability to learn new tools, technologies & processes and train the team.
• Ability to work flexible hours from time to time as per requirement.
• COMPETENCIES
• SOP adherence
• SLA adherence
• Excellent team handling skills.
• Excellent customer handling skills.
• Technical Expertise.
• KEY BUSINESS CHALLENGES
• Meet or exceed SLA s.
• reputed company up-to-date on new technologies and end customer technologies
• reputed company customer satisfaction high
• Effectively manage resourcing levels to cater to 24/7 support.

HCL is an equal opportunity employer, committed to providing equal employment opportunities to reputed company applicants and employees regardless of race, religion, sex, color, age, national reputed company, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

A candidate’s pay reputed company the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and reputed company believes it to correctly reflect the job opportunity.