Command Centre Specialist

Overview

Serve as an active operator in a new Hyderabad Command Centre, providing 24×7 monitoring, incident response and operational support for multi-cloud infrastructure, supporting DevOps teams worldwide under ITIL practices.

What you'll do

• Monitor alerts and triage incoming incidents: classify, prioritize and document in Jira Service Management per ITIL guidelines.
• Troubleshoot issues across multi-cloud infrastructure (EC2, VPC, VPN, load balancers), identity and access management (IAM, SSO, directory services), networking (DNS, firewalls, routing), databases and application layers.
• Execute established runbooks and standard operating procedures to resolve or contain incidents within SLA targets.
• Escalate unresolved or high-severity incidents to senior specialists or engineering teams with clear, accurate context.
• Monitor multi-cloud infrastructure, network and security tooling 24×7 using enterprise observability platforms.
• Identify anomalies, threshold breaches and potential security events; take first-response action or escalate per SOPs.
• Flag false positives and noisy alerts to senior specialists for threshold tuning and runbook updates.
• Participate in 24×7 rotational shifts; execute clean handoffs with detailed shift logs.
• Follow escalation matrices and communication protocols during all incidents.
• Maintain accurate, real-time operational logs throughout each shift.
• Update and maintain runbooks, troubleshooting guides and SOPs in Confluence as issues are resolved.
• Document recurring incidents and known workarounds to build the Command Centre knowledge base.
• Log all actions taken during incidents for post-incident reviews and audit trails.
• Track incident response and resolution times against defined SLAs; flag breaches or at-risk tickets promptly.
• Contribute to operational dashboards and shift reports as directed by senior specialists.

What you'll need

• 3–5 years in a Command Centre, NOC, or equivalent 24×7 operations environment.
• 1–2 years of hands-on exposure to AWS and/or Azure, with working familiarity with EC2, VPC, VPN and IAM basics.
• Practical troubleshooting skills across cloud, identity, network, database and application layers.
• Awareness of Kubernetes and containerized workloads sufficient to interpret alerts.
• Networking fundamentals: TCP/IP, DNS, DHCP, firewalls and basic routing.
• Familiarity with ITIL concepts (Incident, Problem, Change Management).
• Experience with at least one monitoring/alerting tool: PagerDuty, Opsgenie, Datadog, Grafana, CloudWatch or Azure Monitor.
• Clear written and verbal communication skills for shift logs, incident documentation and escalations.

Nice to have

• ITIL V4 Foundation certification; any AWS or Azure foundational/associate certification.
• Experience with Jira Service Management and Confluence.
• Basic scripting skills (Bash, Python or PowerShell) for log analysis or simple automation.
• Prior experience in a global, multi-time-zone support environment.

Details

• Location: Hyderabad, India; on-site for the first 3–6 months, remote thereafter.
• Full-time, permanent employment.
• 24×7 rotational shifts.
• Reports to Senior Manager / Director, Command Centre.