Gautam Buddha Nagar, Uttar Pradesh
Job Summary
JD for the Command Center / GSOC L1 Operations Engineer PRF.
Role Summary
The Command Center / GSOC L1 Operations Engineer will monitor IT operations, track incidents, support SLA adherence, coordinate with resolver teams, and ensure timely communication for critical incidents and service requests. The role requires strong monitoring discipline, incident management knowledge, and the ability to work in a 24x7 shift environment.
Key Responsibilities
Monitor alerts, incidents, service requests, and operational dashboards.
Perform initial triage, categorization, prioritization, and assignment of incidents.
Track P1/P2/P3 incidents and ensure timely escalation as per SLA.
Coordinate with technical resolver groups including infrastructure, database, network, and application teams.
Maintain incident updates, aging incident reports, SLA data, and operational trackers.
Support daily GSOC connects, SLA reviews, MOR inputs, and governance reporting.
Follow standard operating procedures for incident handling and escalation.
Communicate status updates to stakeholders during major incidents or service disruptions.
Ensure adherence to work protocols, shift availability, and operational discipline.
Contribute to shift-left activities and continuous improvement initiatives.
Required Skills
Good understanding of ITIL processes, especially Incident Management and Escalation Management.
Experience in command center, NOC, SOC, GSOC, or IT operations monitoring.
Ability to handle high-volume incident environments.
Strong coordination and communication skills.
Working knowledge of ticketing tools, SLA tracking, and operational reporting.
Basic understanding of infrastructure, network, server, application, and database support environments.
Key Responsibilities
1. Monitor IT infrastructure and applications using monitoring tools to promptly detect and escalate system events and incidents within defined protocols.
2. Analyze system alerts and event logs using event monitoring platforms, identifying potential issues and initiating basic troubleshooting steps.
3. Respond to and document incidents by updating ticketing systems, ensuring accurate status reporting and timely resolution of monitoring-related issues.
4. Support the maintenance and configuration of monitoring tools by applying fundamental knowledge of event monitoring processes to ensure consistent system performance.
5. Participate in team reviews of monitoring incidents and assist in implementing improvements based on recurring event patterns.
6. Contribute to the creation and maintenance of operational documentation related to monitoring procedures and incident management.
Skill Requirements
1. Experience With Monitoring Tools Such As Nagios, Solarwinds, Zabbix, Or Similar Platforms.
2. Good Knowledge Of Incident Response Procedures In A Network Operations Center (Noc) Or Technical Operations Center (Toc) Environment.
3. Familiarity With It Ticketing Systems And Basic Troubleshooting Techniques.
4. Fundamental Knowledge Of It Infrastructure Components (Servers, Networks, Applications).
5. Good Written And Verbal Communication Skills For Effective Incident Reporting.
Other Requirements
1. Optional but valuable: CompTIA IT Operations Specialist (CIOS), CompTIA Network+ certification
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