Command Center Engineer (Ref 26521)
Responsibilities
• Monitor Splunk, SolarWinds DPM, Cisco Thousand Eyes, Trend Micro, Imperva DAM and BigFix dashboards continuously during assigned 24x7 shift
• Identify, interpret and triage infrastructure, network, security and database activity alerts in real time
• Route alerts to the correct specialist resolver group within defined SLA response windows; escalate P1/P2 immediately
• Create, update and close BMC Helix ITSM tickets for all alerts and incidents; maintain accurate CMDB CI associations
• Follow documented escalation procedures for all alert types; apply sound judgement on severity classification
• Monitor SLA countdown for open tickets and escalate at-risk tickets before breach
• Perform shift handover — document all open incidents, actions taken, active alerts and pending escalations
• Maintain the command centre operations log and contribute to knowledge base article updates
• Participate in scheduled alert tuning reviews; provide feedback on false positives and threshold adjustments
• Support major incident bridge calls as required — maintain the incident timeline and update stakeholders
• Complete all mandatory tool and process training; maintain certification in all command centre platforms
Requirements
• Diploma/Degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Experience supporting enterprise monitoring, observability, security, or IT operations platforms in large-scale environments.
• Familiarity with enterprise monitoring tools such as Splunk, SolarWinds DPM, Cisco ThousandEyes, Trend Micro, Imperva DAM, BigFix, and BMC Helix ITSM.
• Understanding of alert monitoring, triage, incident management, SLA compliance, and escalation processes.
• Basic knowledge of networking, infrastructure, cloud, and security monitoring concepts.
• Strong analytical, troubleshooting, and attention-to-detail skills with the ability to accurately classify and document incidents.
• Good communication skills for incident reporting, shift handovers, and stakeholder coordination.
• Willingness to work in a 24x7 shift environment
Licence no: 12C6060