Command Center Lead
<div>Command Centre Lead <br/><br/>The Incident Command Centre Lead is responsible for the end-to-end management of all IT major incidents.<br/><br/>Role and Responsibilities <br/> <br/> <ul> <li>Leverage technology to issue communications and provide key stakeholder management.</li> <li>Lead, drive, facilitate, and chair investigation activities, meetings, and conference calls.</li> <li>Form collaborative action plans with clear actions, owners, and deadlines, and ensure completion.</li> <li>Provide matrix management across people, processes, resources, and third parties; resolve conflict to drive progress to resolution.</li> <li>Be accountable for restoring service via workaround and/or permanent fix.</li> <li>Maintain administration and reporting, including contact information, technical diagrams, and postmajor incident reviews.</li> <li>Support and nurture process improvements and knowledge-base enhancements.</li> <li>Maintain and develop tools and resources to manage major incidents effectively.</li> <li>Provide periodic major incident metrics reports.</li> <li>Monitor network devices and links using NMS tools (e.g., SolarWinds, Zabbix, Nagios).</li> <li>Handle incidents related to LAN/WAN connectivity; router, switch, and firewall alerts; and VPN connectivity issues.</li> <li>Troubleshoot using SOPs and checklists.</li> <li>Create, update, and manage tickets in ITSM tools (e.g., ServiceNow, Remedy).</li> <li>Perform basic network health checks (CPU, memory, interface status).</li> <li>Maintain shift logs, incident notes, and documentation; follow change, incident, and problem management processes.</li> <li>Support 24x7 operations in rotational shifts.</li> <li>Technical Skills Required</li> <li>Basic understanding of: TCP/IP, OSI model, LAN, WAN, DNS, DHCP</li> <li>Exposure to: Routers and switches (Cisco/Juniper basics), firewalls</li> <li>Familiarity with: Network monitoring tools; ITSM ticketing systems</li> </ul> <br/> <br/>Salary Range- $85,000-$110,000 a year <br/> <br/>#LI-SP3 <br/> <br/>#LI-VX1</div>
