IT Operations Command Center Specialist
2 weeks ago
Primary Purpose
The Command Center Analyst is responsible for executing the strategy of a centralized Command Center that provides a comprehensive overview of all essential services, aiming to foster a proactive and predictive service model that enhances the stability and reliability of business operations. This role collaborates closely with the Observability team to design, develop, and implement the necessary tools and methodologies to create a complete end-to-end view of services, ensuring all monitoring and event management capabilities are in place to detect anomalies and mitigate potential disruptions.
Duties and Responsibilities
- Facilitates the development of end-to-end service visibility in partnership with the Observability team, utilizing various monitoring tools integrated with IT Operations Management, Event Management, Service Mappings, and Configuration Management Database.
- Coordinates the swift restoration of critical IT incidents across the organization, ensuring effective communication and resolution at all organizational levels.
- Monitors supplier performance to ensure adherence to agreed service levels and holds suppliers accountable for service delivery.
- Creates service dashboards that provide real-time insights into the health and availability of critical services, continuously orchestrating anomaly detection throughout the environment.
- Conducts root cause analysis for significant outages, leading remediation efforts to prevent recurrence and enhance overall stability and resilience.
- Defines service health metrics and key performance indicators to drive reliability and deliver business value.
- Oversees and evaluates IT operational practices to ensure compliance with ITIL standards.
- Identifies trends and anticipates potential issues within the environment, collaborating with various IT functions to implement preventive measures.
- Champions continuous improvement initiatives for supplier performance and collaborates with IT Operations to enhance operational methodologies for better business outcomes.
- Associate's Degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
- A minimum of 7 years of experience in IT.
- ITIL Certification v4 Foundations is preferred.
- Experience in developing and maintaining policies, procedures, standards, and guidelines.
- Strong understanding of IT infrastructure and application operations.
- Excellent analytical and presentation skills.
- Proven leadership abilities, with a focus on building strong relationships across all organizational levels.
- Exceptional written and verbal communication skills, capable of conveying information effectively across the business.
- Ability to prioritize and manage tasks from inception to completion.
- Solid understanding of and demonstrated experience with both Waterfall and Agile development methodologies.
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