Infra Command Center Lead (L1.5)

Job Overview:

We are hiring an Infra Command Center Lead to supervise shift operations for our 24x7 L1.5 Infrastructure Command Center. This role requires oversight of continuous infrastructure monitoring, alert triage, shift management, and seamless routing of unresolved incidents to relevant L2/L3 engineering teams.

Key Responsibilities:

• Lead, coach, and manage a shift-based team of Command Center analysts, ensuring 24x7 seamless roster coverage.
• Oversee continuous monitoring of infrastructure alerts across Compute/Cloud, On-Prem, Network, Storage, Databases, and Data Tribe domains.
• Ensure alerts are accurately triaged, enriched, and routed to correct L2 tower leads or application support teams per SOPs.
• Manage ServiceNow ticket lifecycles, escalation pathways, and stakeholder communications during Major Incident Management (MIM) calls.
• Analyze alert volumes, response/resolution times, noisy alert trends, and drive continuous monitoring improvements.
• Generate daily/weekly status reports for leadership and participate in post-incident RCA reviews.
• Maintain and periodically update operational runbooks, escalation matrices, and knowledge-base documentation.

Required Skills & Experience:

• 7+ years of experience in a 24x7 NOC or Infrastructure Command Center environment.
• Strong leadership experience supervising shift roster management and triage analysts.
• Hands-on knowledge of compute, network, storage, database, and cloud monitoring concepts.
• Proficient in using enterprise monitoring and ITSM tools (ServiceNow, Datadog, Splunk, PagerDuty, Power BI/Tableau).
• Strong leadership presentation and clear written/spoken English skills.

Preferred Certifications:

• ITIL Foundation
• ITIL Service Operation: Monitor, Support, and Fulfil