Command Center Engineer

Responsibilities

. Monitor Splunk, SolarWinds DPM, Cisco Thousand Eyes, Trend Micro, Imperva DAM and BigFix dashboards continuously during assigned 24x7 shift

. Identify, interpret and triage infrastructure, network, security and database activity alerts in real time

. Route alerts to the correct specialist resolver group within defined SLA response windows escalate P1/P2 immediately

. Create, update and close BMC Helix ITSM tickets for all alerts and incidents maintain accurate CMDB CI associations

. Follow documented escalation procedures for all alert types apply sound judgement on severity classification

. Monitor SLA countdown for open tickets and escalate at-risk tickets before breach

. Perform shift handover - document all open incidents, actions taken, active alerts and pending escalations

. Maintain the command centre operations log and contribute to knowledge base article updates

. Participate in scheduled alert tuning reviews provide feedback on false positives and threshold adjustments

. Support major incident bridge calls as required - maintain the incident timeline and update stakeholders

. Complete all mandatory tool and process training maintain certification in all command centre platforms

Requirements

. Diploma/Degree in Computer Science, Information Technology, Engineering, or a related discipline.

. Experience supporting enterprise monitoring, observability, security, or IT operations platforms in large-scale environments.

. Familiarity with enterprise monitoring tools such as Splunk, SolarWinds DPM, Cisco ThousandEyes, Trend Micro, Imperva DAM, BigFix, and BMC Helix ITSM.

. Understanding of alert monitoring, triage, incident management, SLA compliance, and escalation processes.

. Basic knowledge of networking, infrastructure, cloud, and security monitoring concepts.

. Strong analytical, troubleshooting, and attention-to-detail skills with the ability to accurately classify and document incidents.

. Good communication skills for incident reporting, shift handovers, and stakeholder coordination.

. Willingness to work in a 24x7 shift environment

Licence no: 12C6060