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 TeamBe the first point of contact for all the escalations, issues handling within and outside the teamFix responsibility and ensuring team availability and resourcingEnsure 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 teamHandle Critical Situations / Escalations and create RCA'sOwning Runbook and SOP Updation as and when required- Conduct monthly review and make sure Team is regularly learning by conducting mock test
Manage end to end Command Center Operations and escalationsSPOC for Command Center TeamResource planning and operations coverage- Handling Shift Roster and Leave Management for Team
Incident management and reporting- Taking reports of all Command Center standard reports as per contract
Participate in change management activities and CAB meetingsOnsite and offshore resource collaborationFirst level escalation contact point for Command CenterRe-design Command Center service plan based on latest requirementTraining for Command Center team based on change in the environmentGap 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'sOwn Event ManagementInitiate Incident Management for Event Based incidentsAssist 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 bridge, 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 bridge) etc
Always part of high priority tickets, Critical incident Management Bridge Calls (CIM/MIM)Provide environmental support and handle escalationsProvide phone support 24x7x365 for Command Center Team
PRINCIPAL ACCOUNTABILITIES
Ensuring optimal adherence to SLA's.Ensuring acknowledgement & action on all 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 Lead for Command Center OperationsProvide Team management tasks for Team- Roaster management
- Leave Management
- Team Management (discipline, punctuality, ownership etc)
Lead will be the first point of escalation for all the issues pertaining to Command Center OperationsConduct Team meetings and discuss current issues / challenges / best practices/ group learning- Shift huddles, Weekly meetings.
Always Mentor, coach & motivate the team.Manage & minimize attrition within the team as per prescribed levels.Encourage team for upgrading skillsGuide 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 yearlyInterface 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, Solarwinds, SCOM, Dynatrace, AppDynamics, Net cool, Tivoli, HP NNM, HP OVO, LogicMonitor, Grafana, Science Logic, Nagios, Nimsoft, Zabbix, ManageEngine, DataDog, Vmware, WhatsUp Gold, New Relic, SiteScope
- ITSM Tool : Service Now. Cherwell, Remedy, HPSC, HPSM, SalesForce, Service Desk Plus etc
- Batch Job Scheduler : Control-M, Autosys, Redwood, Dollar Universe (DU), TWS, Tidal, IBM Workload Automation,
Update, maintain Runbook, Other Technical documents, SOPs and all respective documentsEnsure 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 & absorb 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 thresholds, alert message enrichment & false alerts on timeResolve operational challenges, conflicts and constraints if any within team or in project.Review team performance : Handover any incomplete tasks, open alerts, incidents and outages reports to the next shift.EXPERIENCE & SKILL
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 experience2-3 years of experience as a Lead or ManagerPreferably 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, Solarwinds, SCOM, Dynatrace, AppDynamics, Net cool, Tivoli, HP NNM, HP OVO, LogicMonitor, Grafana, Science Logic, Nagios, Nimsoft, Zabbix, ManageEngine, DataDog, Vmware, WhatsUp Gold, New Relic, SiteScope
- ITSM Tool : Service Now. Cherwell, Remedy, HPSC, HPSM, SalesForce, Service Desk Plus etc
- Batch Job Scheduler : Control-M, Autosys, Redwood, Dollar Universe (DU), TWS, Tidal, IBM Workload Automation,
Incident, Problem, Change lifecycle processEvent to Incident management lifecycleStart/stop backup jobs.Backup monitoring tools like Networker / legato/ VERITAS Net backup- Experience in : Start, restart, check error, Tape management
Generating Reports through Dashboard, Remedy etc.DIMENSIONS Candidate should be self-driven & self-motivatedAbility to work as a cross-functional team player in a fast-paced environment where all 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 adherenceSLA adherenceExcellent team handling skills.Excellent customer handling skills.Technical Expertise.KEY BUSINESS CHALLENGES Meet or exceed SLA's.Keep up-to-date on new technologies and end customer technologiesKeep customer satisfaction highEffectively manage resourcing levels to cater to 24/7 support.HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, 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 [email protected] for investigation.
A candidate's pay within 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.
