IT Command Centre Operations Lead

Position Overview

The Command Centre Operations Lead will work with various contractors and stakeholders for the operations and delivery of Command Centre Operations management services and provides coordination among infrastructures and services and serves as the single point of contact for leading incident management.

Role & Responsibilities

• Comfortable work in a fast paced and demanding environment, agile in adapting to new changes and excellence at prioritizing tasks.
• Be willing to work in shift to support the Command Centre Operations 24/7 support.  
• Be familiar with various IT infrastructure technologies such as servers, firewalls and network. 
• Be familiar with ITIL best practices, including incident and problem management, change management. 
• Has prior experiences in coordinating incident and service recovery would be desirable.
• Serves as the single point of contact (SPOC) in coordinating and leading the incident management till the incident is resolved. 
• Leads a team of Command Centre Operations engineers, comprising of appointed contractors that may be resided locally and overseas in supporting network, security operations, servers and systems operations. 
• Leads the Command Centre team in monitoring the system dashboards and events, and responds to alerts and potential issues.
• Performs regular review in keeping the escalation matrix, contact list, routine checklist, and Standard Operating Procedures (SOP) up to date. 
• Ensure the Command Centre team fulfils the assigned tasks according to SOP and complete the routine checklist for shift handover.

Requirements

• At least 5 years of IT experience with at least 2 years as a Command Centre Lead
• At least 2 years of Incident Management experience.
• Minimally certified in CompTIA Server+ or equivalent.
• Preferably certified in CompTIA Network+ or equivalent. 
• Minimally ITIL v3 Foundation Certification.

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