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Command Center Lead
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Tata Consultancy Services
$97,500 Salary, Full-Time
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Job Description
Job description Job Description 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: