About Us:
insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.
Job Description:
insightsoftware
Job Description
Job Title
Principal Command Centre Specialist
Department
IT — Command Centre (DevOps)
Location
Hyderabad, India (On-site for the first 3–6 months; remote thereafter)
Reports To
Senior Manager / Director, Command Centre
Employment Type
Full-time, Permanent
Shift Pattern
24×7 rotational shifts
insightsoftware is a global provider of connected solutions for the Office of the CFO. We empower business leaders with accessible insights and connected solutions to drive actionable business strategy. With operations spanning 40+ countries, we help finance and IT teams work smarter, faster, and with greater confidence.
We are building a greenfield Command Centre in Hyderabad to deliver 24×7 monitoring, incident response, and operational excellence across our global, multi-cloud infrastructure (AWS, Azure, on-premises). As a Principal Command Centre Specialist, you will be the senior technical anchor on the floor—owning incident management, troubleshooting cross-domain issues, mentoring junior specialists, and coordinating with leadership during critical events. This is a DevOps support role grounded in ITIL discipline. You will be on-site in Hyderabad for the first three to six months to stand up processes and build team cohesion, after which the role transitions to remote.
- Own the incident lifecycle end-to-end—detection, triage, escalation, resolution, and post-incident review—aligned with ITIL best practices.
- Troubleshoot issues across cloud infrastructure (EC2, VPC, VPN, load balancers), identity and access management (IAM, SSO, directory services), networking (DNS, firewalls, routing), databases, and application layers.
- Act as Incident Commander during major incidents; run bridge calls, drive resolution, and deliver executive communications to senior leadership.
- Ensure accurate classification, prioritization, and documentation of all incidents in Jira Service Management.
- Monitor multi-cloud infrastructure, network components, and security tooling 24×7 using enterprise observability platforms.
- Proactively identify anomalies, threshold breaches, and security events; initiate remediation or escalation before business impact.
- Maintain and refine dashboards, alert thresholds, and runbooks to improve detection accuracy and reduce noise.
- Manage shift handoffs, rosters, and coverage to ensure uninterrupted 24×7 operations.
- Conduct shift briefings/debriefings and maintain operational logs for leadership visibility.
- Drive adherence to SOPs and escalation matrices across all shifts.
- Monitor SLA adherence for incident response and resolution; track MTTR, MTTA, MTBF, and availability metrics.
- Produce operational dashboards and reports for leadership; flag SLA breach risks proactively.
- Serve as the communications coordinator during incidents—partnering with Engineering, DevOps, Security, and IT leadership across time zones.
- Conduct periodic service reviews with stakeholders; drive continual service improvement initiatives.
- Contribute to and maintain runbooks, SOPs, escalation matrices, and troubleshooting guides in Confluence.
- Author knowledge articles for recurring incidents and known errors to accelerate resolution.
- Mentor junior Command Centre Specialists on operational tasks, troubleshooting techniques, and professional growth.
- 8–10 years in a Command Centre, NOC, or equivalent 24×7 operations environment.
- 3–5 years on AWS and/or Azure—strong working knowledge of EC2, VPC, VPN, load balancers, and IAM.
- Hands-on troubleshooting experience across cloud, identity, network, database, and application layers.
- Awareness of Kubernetes orchestration principles sufficient to interpret alerts and escalate effectively.
- Strong networking fundamentals—TCP/IP, DNS, DHCP, firewalls, routing, and network segmentation.
- Proven major incident management experience including executive communications and multi-team coordination.
- Familiarity with ITIL frameworks (Incident, Problem, Change Management) and SLA/OLA management.
- Experience with monitoring tools such as PagerDuty, Opsgenie, Datadog, Grafana, CloudWatch, or Azure Monitor.
- Excellent communication skills—ability to convey technical issues to non-technical stakeholders.
- ITIL V3/V4 Foundation or higher; AWS or Azure Associate-level certification.
- Experience with Jira Service Management, Confluence, and the Atlassian ecosystem.
- Familiarity with CI/CD pipelines, infrastructure-as-code (Terraform, CloudFormation), and DevOps practices.
- Prior experience in a global, multi-time-zone organization.
- Exposure to security operations—SIEM, vulnerability management, or threat detection.
- Build a greenfield Command Centre from scratch in a high-growth global software company.
- Modern multi-cloud tech stack spanning AWS, Azure, SaaS, and enterprise platforms.
- Collaborative, results-oriented culture underpinned by our core values of Winning Attitude, One Team, and Disciplined Execution.
- Competitive compensation, benefits, and professional development opportunities.
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Additional Information
All your information will be kept confidential according to EEO guidelines.
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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
