Associate Command Center Specialist

Overview

Entry-level, supervised operations role supporting the new Hyderabad Command Centre, providing 24×7 monitoring, incident triage and operational support for a multi-cloud infrastructure (AWS, Azure, on-premises).

What you'll do

• Monitor alerts and incoming incidents under supervision; classify and document them in Jira Service Management with guidance from Specialists.
• Execute standard troubleshooting steps and runbooks for routine issues (e.g., log file analysis, service restarts, basic connectivity checks).
• Escalate unresolved, unusual or high-severity incidents with clear context to Specialists.
• Participate in 24×7 rotational shifts; maintain detailed shift logs and handoff notes for continuity.
• Follow shift procedures, escalation matrices and communication protocols.
• Alert Specialists to threshold breaches, anomalies or potential security events.
• Document all incident actions, resolutions and learnings for audit trails and knowledge base updates.
• Contribute observations on recurring issues and alert patterns to help refine runbooks.
• Create or update Confluence articles for common troubleshooting procedures with Specialist review.
• Shadow Specialists and senior peers to understand multi-cloud architecture, ITIL incident processes and command centre workflows.
• Work through structured onboarding covering cloud fundamentals, tooling, runbooks and escalation procedures.

What you'll need

• 1–2 years in IT operations, helpdesk, NOC or field support (or fresh graduate with a technical foundation).
• Basic familiarity with cloud concepts (IaaS, PaaS, SaaS); no hands-on AWS/Azure required but willingness to learn is essential.
• Comfortable with networking fundamentals (TCP/IP, DNS, basic routing) and willingness to deepen knowledge.
• Strong attention to detail: ability to follow runbooks precisely and document actions accurately.
• Clear written and verbal communication for shift logs, handoffs and escalations.
• Ability to work 24×7 rotational shifts including nights, weekends and Indian holidays.
• Basic Windows/Linux command-line familiarity (e.g., navigating directories, viewing files, basic troubleshooting).

Nice to have

• Awareness of ITIL Incident and Problem Management concepts.
• Exposure to at least one monitoring/alerting tool (Datadog, Grafana, CloudWatch, Azure Monitor, PagerDuty).
• Familiarity with Jira or similar ticketing systems.
• Basic scripting knowledge (Bash, Python or PowerShell) for log parsing or simple automation tasks.
• Prior IT or infrastructure support experience (even in a smaller organisation).

Details

• Location: Hyderabad, India; on-site for the first 6–12 months, hybrid thereafter.
• Employment: Full-time, permanent.
• Shift pattern: 24×7 rotational shifts (nights, weekends, holidays).
• Reports to: Principal Command Centre Specialist / Senior Manager.