Key Responsibilities

Incident Response and Troubleshooting

• Monitor alerts and triage incoming incidents—classify, prioritize, and document in Jira Service Management per ITIL guidelines.
• Troubleshoot issues across multi cloud infrastructure (EC2, VPC, VPN, load balancers), identity and access management (IAM, SSO, directory services), networking (DNS, firewalls, routing), databases, and application layers.
• Execute established runbooks and standard operating procedures to resolve or contain incidents within SLA targets.
• Escalate unresolved or high-severity incidents to senior specialists or engineering teams with clear, accurate context.

Monitoring and Alerting

• Monitor multi-cloud infrastructure, network, and security tooling 24×7 using enterprise observability platforms.
• Identify anomalies, threshold breaches, and potential security events; take first-response action or escalate per SOPs.
• Flag false positives and noisy alerts to senior specialists for threshold tuning and runbook updates.

Shift Operations

• Participate in 24×7 rotational shifts; execute clean handoffs with detailed shift logs.
• Follow escalation matrices and communication protocols during all incidents.
• Maintain accurate, real-time operational logs throughout each shift.

Documentation and Knowledge Contribution

• Update and maintain runbooks, troubleshooting guides, and SOPs in Confluence as issues are resolved.
• Document recurring incidents and known workarounds to build the Command Centre knowledge base.
• Log all actions taken during incidents for post-incident reviews and audit trails.

SLA Tracking and Reporting

• Track incident response and resolution times against defined SLAs; flag breaches or at-risk tickets promptly.
• Contribute to operational dashboards and shift reports as directed by senior specialists.

Required Qualifications

• 3–5 years in a Command Centre, NOC, or equivalent 24×7 operations environment.
• 1–2 years of hands-on exposure to AWS and/or Azure—working familiarity with EC2, VPC, VPN, and IAM basics.
• Practical troubleshooting skills across cloud, identity, network, database, and application layers.
• Awareness of Kubernetes and containerized workloads sufficient to interpret alerts.
• Networking fundamentals—TCP/IP, DNS, DHCP, firewalls, and basic routing.
• Familiarity with ITIL concepts (Incident, Problem, Change Management).
• Experience with at least one monitoring/alerting tool—PagerDuty, Opsgenie, Datadog, Grafana, CloudWatch, or Azure Monitor.
• Clear written and verbal communication skills for shift logs, incident documentation, and escalations.

Preferred Qualifications

• ITIL V4 Foundation certification; any AWS or Azure foundational/associate certification.
• Experience with Jira Service Management and Confluence.
• Basic scripting skills (Bash, Python, or PowerShell) for log analysis or simple automation.
• Prior experience in a global, multi-time-zone support environment.

What We Offer

• Be part of a greenfield Command Centre build in a high-growth global software company.
• Hands-on exposure to a modern multi-cloud tech stack (AWS, Azure, SaaS, enterprise platforms).
• Clear growth path—learn from senior specialists and grow into advanced operational roles.
• Collaborative, results-oriented culture underpinned by our core values of Winning Attitude, One Team, and Disciplined Execution.
• Competitive compensation, benefits, and professional development opportunities.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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