Lead role for the L1.5 Infra Command Center, covering infrastructure monitoring, triage and shift supervision.
Support level L1.5 Lead Domain Infra Command Center (L1.5) Scope 24x7 Infra Monitoring, Alert Triage, Escalation & Shift Leadership
Lead and manage the L1.5 Infra Command Center. Ensure consistent monitoring, triage and escalation across shifts, while supervising the on-floor analyst or L1 team members.
Process
Command Center Leadership
• Supervise the Infra Command Center analysts across shifts, including rosters and shift
handover.
• Own the shift schedule and make sure 24x7 monitoring coverage has no gaps.
• Coach analysts on triage quality, tool use and SOP adherence.
• Review shift performance: alert volume, response & resolution times and missed alerts.
• Be the point of escalation when an analyst cannot resolve or classify an alert.
• Stakeholder management(leadership, app support teams, other L2 teams) and attending MIM
calls
Monitoring and Triage
• Oversee continuous monitoring of infrastructure alerts across compute/hosting cloud & On-
prem, network, storage, databases and data tribe domains.
• Routing to right L2 tower leads, application support teams or Observability team.
• Ticket analysis and drive continuous improvement initiatives across incidents, alerts
• Confirm alerts are triaged, enriched and routed to the correct L2 tower within the target time if
unresolved based on SOPs & Runbooks.
• Ensure that ServiceNow tickets are raised, updated and closed with appropriate notes/logs.
• Review recurring or noisy alerts and coordinate with L2 towers and monitoring owners on
tuning.
Reporting and Improvement
• Produce and review the daily and weekly Command Center status report for leadership.
• Assist MIM to Run RCA and post-incident reviews for major or repeated incidents.
• Keep SOPs, escalation matrices and knowledge-base articles current & update them
periodically.
• Track and report on SLA and KPI performance for the Command Center.
Common
• Keep ServiceNow tickets and dashboards current, with clear resolution and closure notes.
• Work with L2 tower leads and the client's service management team on process and tooling
changes.
Tools
• ServiceNow
• Enterprise monitoring and alerting tools (Datadog, Splunk, Pager duty or equivalent)
• Dashboarding and reporting tools (e.g. Power BI, Tableau, ServiceNow)
• Shift roster and workforce management tools
Technologies
• Infrastructure monitoring (basic knowledge of server/compute, network, storage, database &
data tribe)
• Alert triage and enrichment
• ITSM service request, incident, problem and change processes
• Shift and workforce management
• SLA and KPI reporting
• RCA and continuous improvement
Experience
• 10+ years of experience in a 24x7 NOC or Command Center environment
• Experience leading or supervising a shift-based monitoring team
• Alert triage and escalation across infrastructure towers
• ServiceNow or similar ITSM tool administration
• SLA/KPI reporting and RCA facilitation
• Clear written and spoken English, including leadership reporti
Certifications
• ITIL Foundation
• ITIL Service Operation: Monitor, Support and Fulfil