Command Center Engineer

Job Description:

• Monitor all production networks, servers, applications and services.
• Respond to alerts according to standard processes.
• Utilize ticket tracking systems to resolve tickets from internal and external requests.
• Facilitate communications and maintain a strict command center during an incident.
• Track and manage incident tickets fully to ensure proper operational metrics are captured and maintained.
• Collaborate with various technology teams for issues resolution.
• Communicate with IT stakeholders on the statuses of issues.
• Respond to escalations from Customer Service (Tier 1 & 2) or Partner NOCs.
• Create and maintain knowledge base articles, policies, and procedures.
• Execute run books processes as documented for diagnosis and remediation of issues.
• Fully document and communicate shift-turnover reports.
• Perform other duties as assigned by management.
• Should be good at verbal and written communication

Key Skills:

• 3 to 4 yrs of experience
• Must have contact center knowledge and worked on implementation of a complete contact center suite or a component of Contact center – For eg. ACD, CTI, Dialer, Logger, etc.
• Should have worked on troubleshooting issues and use techniques to maintain uptime of the product/solution deployed