Command Center Specialist

The Command Center Specialist is responsible for overseeing infrastructure and transactional monitoring of critical systems, applications, and business processes. This role ensures timely detection, reporting, and escalation of incidents while supporting proactive system health checks, documentation, and improvements to monitoring strategies.

Key Responsibilities

• Perform infrastructure and transactional monitoring of critical systems and applications to ensure availability and performance.

• Conduct regular service tests and periodic health checks for critical websites and services.

• Escalate and create incident tickets for system breaches or anomalies in line with defined SLAs.

• Ensure all monitoring tools are operational, and report errors or malfunctions as per procedures.

• Enroll and integrate new systems, apps, or processes into existing monitoring tools and update the monitoring scope accordingly.

• Maintain and update monitoring checklists, thresholds, escalation contacts, and documentation.

• Identify and periodically review key metrics to ensure monitoring relevance and effectiveness.

• Maintain and update the service catalog detailing systems and services under monitoring coverage.

• Generate and deliver daily, weekly, and monthly monitoring reports with insights and incident trends.

• Recommend and support automation initiatives and improvements to reduce incidents and manual monitoring tasks.

Qualifications

Must Have:

• At least 1 year of relevant work experience

• Degree in Computer Science, Computer Engineering, ECE, Math, or a related field

• Strong analytical, communication, and interpersonal skills

Good to Have:

• Certification in ITIL v3

• General understanding of IT infrastructure and monitoring methodologies

• Familiarity with Banking or Financial Services environments