Command Center Engineer: IT Operations & Incident Response

XPT Software Australia Pty Ltd; Sydney; On-site; AUD 120,000 - 150,000; Full time

Job summary

XPT Software Australia Pty Ltd in Sydney seeks a Command Center Engineer to monitor enterprise infrastructure, applications, and cloud services using industry monitoring tools. You will detect alerts, validate incidents, and drive initial troubleshooting across on-site and client environments.

The role requires hands-on ITIL process experience, incident and problem management, escalation, and SLA reporting, with strong analytical and communication skills.

Qualifications

• Must have hands-on experience in enterprise command center operations, event monitoring, and incident management.
• Strong knowledge of major incident management, service desk operations, and IT operations support.
• Hands-on exposure to enterprise monitoring platforms: Splunk, SolarWinds, Nagios, Zabbix, Dynatrace, and AppDynamics.
• Familiarity with ITIL processes including incident, problem, change, and service request management.
• Proficient in monitoring infrastructure, servers, databases, networks, cloud services, and business-critical applications.
• Experience in alert triaging, escalation management, ticket handling, dashboard monitoring, outage communication, and SLA reporting.

Responsibilities

• Continuously monitor infrastructure, applications, databases, networks, and cloud services using enterprise monitoring tools.
• Identify alerts, validate incidents, perform initial troubleshooting, raise tickets, and coordinate with resolver groups for timely resolution.
• Manage incident lifecycles, support major incident bridges, communicate service impacts to stakeholders, and ensure compliance with SLA and operational procedures.
• Perform event correlation, alert analysis, impact assessment, outage tracking, escalation management, and service restoration activities.
• Monitor dashboard health, review recurring incidents, identify service trends, generate operational reports, and contribute to process improvement initiatives.
• Maintain operational documentation, runbooks, knowledge articles, escalation matrices, and monitoring procedures.
• Participate in shifts, handle priority incidents, coordinate change activities, validate scheduled maintenance windows, and support business continuity and disaster recovery exercises.

Skills

Command Center Ops

Event Monitoring

Incident Management

Major Incident Mgmt

Service Desk Ops

IT Ops Support

Splunk

SolarWinds

Nagios

Zabbix

Dynatrace

AppDynamics

SCOM

Job description

XPT Software Australia Pty Ltd in Sydney seeks a Command Center Engineer to monitor enterprise infrastructure, applications, and cloud services using industry monitoring tools. You will detect alerts, validate incidents, and drive initial troubleshooting across on-site and client environments.

The role requires hands-on ITIL process experience, incident and problem management, escalation, and SLA reporting, with strong analytical and communication skills.