Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Event Management
Good to have skills : Incident Management
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education
Command Center Manager – Service Assurance (TRACC & Major Incident Management) Summary We are seeking an experienced and hands-on Command Center Manager to oversee 24×7 monitoring and major-incident management (MIM) operations. The role includes leading TRACC (Technology Restoration & Availability Control Center), ensuring real-time visibility into enterprise IT infrastructure, driving rapid incident response and resolution, enforcing SLA compliance, and continuously improving monitoring and incident-management processes. This is a global, multi-vendor environment where operational resilience and proactive issue prevention are critical. Key Responsibilities TRACC Operations & 24×7 Monitoring • Lead and manage TRACC operations — maintain and configure all command center infrastructure, processes, and tools to support 24×7×365 operations. • Monitor critical infrastructure, applications, networks, databases, and cloud services in real time using monitoring and ITSM tools; respond to alerts, performance degradations, and threshold breaches. • Define and maintain monitoring procedures—including thresholds, alert types and escalation paths—and build consolidated dashboards for event correlation, alert triage, and automated ticket creation. • Perform initial troubleshooting and remediation; escalate validated or complex incidents to L2/L3 teams, vendors, or SMEs while preserving full audit trails. • Ensure monitoring configurations are properly included with every production deployment and validate effectiveness both before and after go-live. Major Incident Management (MIM) Leadership • Act as Incident Commander for P2/P1 (critical) incidents — initiate and lead technical/non-technical bridge calls, coordinate multi-party resolution efforts, maintain stakeholder communication, and drive restoration of services. • Manage the full lifecycle of major incidents: detection, escalation, resolution, executive reporting, shift handovers, and post-incident reviews. • Maintain and manage incident-response collateral — contact lists, on-call rosters, documentation, communication templates — to ensure readiness for 24×7 support. • Support root cause analysis post major incidents and feed learnings into prevention and monitoring-improvement efforts. Governance, Reporting & Compliance • Generate regular operational dashboards and trend reports on monitoring effectiveness, alert volumes, incident response performance, and SLA metrics. • Participate in governance forums, change advisory board (CAB) meetings, and incident-review sessions; recommend process improvements in line with ITIL and client standards. • Track health of TRACC infrastructure, tool integrations, alert validation accuracy, and escalate any operational risks or gaps to leadership. Automation & Continuous Improvement • Identify and implement opportunities for automation in alert handling, event correlation, self-healing, and reporting to reduce manual interventions and mean time to resolution (MTTR). • Lead continuous service improvement (CSI) initiatives — analyze incident and alert trends, conduct risk assessments, review quarterly performance, and optimize monitoring thresholds. • Drive integrations of monitoring tools (e.g., third-party monitoring, ITAM/CMDB, alerting systems) and train teams on updated workflows and procedures to raise operational maturity and reliability. Professional & Technical Skills • Demonstrated leadership of command center or TRACC/NOC operations in a 24×7, enterprise-scale IT environment. • Strong hands-on experience with ITSM platforms (e.g., ServiceNow – Incident, Event, Problem modules), alerting/notification tools (e.g., xMatters), and monitoring/observability tools (e.g., Zabbix, NewRelic, or equivalents). • Comprehensive understanding of infrastructure, applications, networks, and cloud environments; ability to work across multi-vendor, multi-stack setups. • Strong analytical, communication, and facilitation skills — able to coordinate cross-functional teams under high-pressure, high-severity incidents. • Proven ability to enforce SLA compliance, maintain operational discipline, and drive continuous improvement. • Certifications: ITIL v4 Foundation (mandatory); Certification in monitoring tools or ServiceNow implementation may be preferred. Additional Information • The role involves working in global operations — excellent communication and collaboration skills with international teams are essential. • Opportunity to lead automation initiatives, AI-driven monitoring enhancements, and cross-functional continuous improvement programs. • Focus on reducing incident volumes, improving availability (target 99.9), and positioning the Command Center as a strategic enabler for business continuity and resilience. • A 15 Year full time education is required
Bengaluru
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