Sr Administrator (Support & Operations)

Job Summary

Job Responsibilities : • Manage end-to-end IT, security, or facility major incidents from identification through resolution.

• Lead investigation calls, facilitate problem-solving, and ensure strict adherence to Standard Operating Procedures (SOPs).
• Matrix manage people, cross-functional teams, and external vendors to drive quick service restoration.
• Lead, mentor, and schedule 24/7 command center staff (e.g., analysts, technicians).
• Provide continuous coaching, set KPIs, and evaluate team performance to maintain high operational standards.
• Settle priority disputes and resource bottlenecks during high-pressure situations.
• Ensure active monitoring of network devices, physical security (CCTV), and critical infrastructure.
• Compile and analyze metrics to conduct post-mortem (Post-Major Incident) reviews.
• Identify recurring incidents and provide strategic feedback to prevent future outages or vulnerabilities.
• Translate complex technical/crisis situations into clear business-impact summaries for senior leadership.
• Leverage alert tools to issue emergency notifications and keep all relevant stakeholders informed.
• Continuously evaluate the Command Center Operations framework and propose process enhancements.
• Maintain documentation, technical diagrams, and the centralized knowledge base.

Job Summary : Integrated Command Center Lead

Manage end-to-end IT, security, or facility major incidents from identification through resolution.\\r\\n• Lead investigation calls, facilitate problem-solving, and ensure strict adherence to Standard Operating Procedures (SOPs).\\r\\n• Matrix manage people, cross-functional teams, and external vendors to drive quick service restoration.\\r\\n• Lead, mentor, and schedule 24/7 command center staff (e.g., analysts, technicians).\\r\\n• Provide continuous coaching, set KPIs, and evaluate team performance to maintain high operational standards.\\r\\n• Settle priority disputes and resource bottlenecks during high-pressure situations. \\r\\n• Ensure active monitoring of network devices, physical security (CCTV), and critical infrastructure.\\r\\n• Compile and analyze metrics to conduct post-mortem (Post-Major Incident) reviews.\\r\\n• Identify recurring incidents and provide strategic feedback to prevent future outages or vulnerabilities. \\r\\n• Translate complex technical/crisis situations into clear business-impact summaries for senior leadership.\\r\\n• Leverage alert tools to issue emergency notifications and keep all relevant stakeholders informed.\\r\\n• Continuously evaluate the Command Center Operations framework and propose process enhancements.\\r\\n• Maintain documentation, technical diagrams, and the centralized knowledge base. \\r\\n\\r\\n

Key Responsibilities

NA

Skill Requirements

• Manage end-to-end IT, security, or facility major incidents from identification through resolution.
• Lead investigation calls, facilitate problem-solving, and ensure strict adherence to Standard Operating Procedures (SOPs).
• Matrix manage people, cross-functional teams, and external vendors to drive quick service restoration.
• Lead, mentor, and schedule 24/7 command center staff (e.g., analysts, technicians).
• Provide continuous coaching, set KPIs, and evaluate team performance to maintain high operational standards.
• Settle priority disputes and resource bottlenecks during high-pressure situations.
• Ensure active monitoring of network devices, physical security (CCTV), and critical infrastructure.
• Compile and analyze metrics to conduct post-mortem (Post-Major Incident) reviews.
• Identify recurring incidents and provide strategic feedback to prevent future outages or vulnerabilities.
• Translate complex technical/crisis situations into clear business-impact summaries for senior leadership.
• Leverage alert tools to issue emergency notifications and keep all relevant stakeholders informed.
• Continuously evaluate the Command Center Operations framework and propose process enhancements.
• Maintain documentation, technical diagrams, and the centralized knowledge base.

Other Requirements

: Moogsoft, Solarwinds, Netbrain ,Appneta, SCCM , SCOM, Logic Monitor, Zabbix, Vcenter