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