Associate Command Center Specialist

About the Role

The Command Centre Associate is a hands-on entry-level operations role supporting the new Hyderabad Command Centre. This is a supervised, guided-learning role designed to build your foundation in cloud operations, incident management, and IT service delivery. You will work alongside Specialists, executing runbooks, documenting actions, and escalating issues per established procedures. The first 6-12 months are on-site for training and team integration; after that, you transition to hybrid work.

Key Responsibilities

• Incident Monitoring & Triage (Guided)
• Monitor alerts and incoming incidents under supervision.
• Classify and document incidents in Jira Service Management with guidance.
• Execute standard troubleshooting steps and runbooks for routine issues (e.g., log file analysis, service restarts, basic connectivity checks).
• Escalate unresolved, unusual, or high-severity incidents with clear context to Specialists.
• 24×7 Shift Operations
• Participate in 24×7 rotational shifts (nights, weekends, holidays).
• Maintain detailed shift logs and handoff notes for continuity.
• Follow shift procedures, escalation matrices, and communication protocols.
• Alert Specialists to threshold breaches, anomalies, or potential security events.
• Documentation & Knowledge Building
• Document all incident actions, resolutions, and learnings for audit trails and knowledge base updates.
• Contribute observations on recurring issues and alert patterns to help refine runbooks.
• Create or update Confluence articles for common troubleshooting procedures with Specialist review.
• Learning & Skill Development
• Shadow Specialists and senior peers to understand multi-cloud architecture, ITIL incident processes, and command centre workflows.
• Work through structured onboarding covering cloud fundamentals, tooling, runbooks, and escalation procedures.

Requirements & Tech Stack

• 24×7 rotational shifts (nights, weekends, holidays).
• On-site presence required for the first 6-12 months in Hyderabad, India.
• Basic familiarity with cloud concepts (IaaS, PaaS, SaaS).
• Comfort with networking fundamentals (TCP/IP, DNS, basic routing).
• Basic Windows/Linux command-line familiarity (e.g., navigating directories, viewing files, basic troubleshooting).
• Comfort with asynchronous communication and remote collaboration tools (Slack, Confluence, Teams).

Qualifications

• 1–2 years in IT operations, helpdesk, NOC, or field support, or a fresh graduate with a technical foundation.
• No hands-on AWS/Azure required but willingness to learn is essential.
• Strong attention to detail—ability to follow runbooks precisely and document actions accurately.
• Clear written and verbal communication for shift logs, handoffs, and escalations.
• Genuine interest in IT operations and cloud infrastructure.
• Ability to adapt when procedures evolve or new scenarios emerge.
• Team player mentality—willing to support colleagues during high-pressure incidents.
• Proactive attitude—identify issues before being told, flag ambiguities, suggest improvements.
• Reliability and accountability—follow through on commitments, own errors, and take corrective action.
• Resilience under pressure—calm demeanor during incident response.
• Learning Aptitude & Problem-Solving: Ability to learn new tools, systems, and processes quickly; logical thinking and curiosity.
• Comfort with ambiguity and change.

Preferred Qualifications

• Awareness of ITIL Incident and Problem Management concepts.
• Exposure to at least one monitoring/alerting tool (e.g., Datadog, Grafana, CloudWatch, Azure Monitor, PagerDuty).
• Familiarity with Jira or similar ticketing systems.
• Basic scripting knowledge (Bash, Python, or PowerShell) for log parsing or simple automation tasks.
• Prior IT or infrastructure support experience.