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IT Infrastructure Command Centre Operations Lead

Job Experience Requirements

• Extensive IT Infrastructure Operations Experience
  Minimum 8-10 years in IT infrastructure operations, including at least 3 years in a leadership or supervisory role managing 24x7 command centre or operations teams.
• Command Centre and Incident Management
  Proven experience in fault and performance monitoring, incident management, escalation processes, and root cause analysis within IT operations command centres or Network Operations Centres (NOC).
• Production Control and Job Scheduling
  Hands-on experience managing batch jobs, print queues, backup jobs, and handling service requests, change requests, and information requests in a production environment.
• Patching and Maintenance Tracking
  Experience coordinating patching activities, scheduled maintenance, and tracking end-of-support for hardware, software, and licenses to ensure compliance and operational stability.
• Technical Leadership and Team Management
  Experience leading, mentoring, and developing technical teams, including offshore resources, with strong communication and stakeholder management skills.
• ITIL and Service Management Practices
  Familiarity with ITIL best practices for incident, change, and service request management; experience driving operational excellence and process improvements.
• Cross-Functional Collaboration
  Experience working closely with infrastructure, application, security, and cloud teams to resolve complex incidents and maintain service availability.
• Disaster Recovery and Business Continuity
  Knowledge of disaster recovery procedures and business continuity management to ensure high availability and swift recovery from incidents.

Skills Requirements

Monitoring and Reporting

• Fault and performance monitoring of servers, databases, network devices, and IT systems using advanced monitoring tools (e.g., Kibana, Elastic Search, ServiceNow)
• Conduct routine and ad-hoc health checks for anomaly detection.
• Troubleshooting and escalation skills to Level 2 and Level 3 engineers.
• Incident management including incident logging, tracking, reporting, and post-incident analysis.

Production Control and Job Scheduling

• Management of last resort administrator passwords securely.
• Handling Service Requests (SR), Standard Change Requests (SCR), Logs requests, and Requests for Information (RFI).
• Monitoring and managing print queues, batch jobs, and backup jobs to ensure uninterrupted operations.

Patching and Tracking

• Planning, coordinating, and tracking patching activities and scheduled maintenance.
• Monitoring end-of-support status for IT hardware, software, and licenses to mitigate risks.

Technical Skills

• Operating Systems: Proficient in administration of Windows, Linux, and Mac OS environments.
• Networking: Strong knowledge of network devices (routers, switches, firewalls), VPNs, TCP/IP, DNS, DHCP, and network troubleshooting.
• System Administration: User/group management (Active Directory, LDAP), patch management, backup and disaster recovery procedures.
• Monitoring Tools: Experience with monitoring and observability platforms for performance and fault detection.

Soft Skills

• Strong leadership and team management capabilities.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to manage multiple priorities in a fast-paced 24x7 environment.
• Strategic thinking with a focus on operational excellence and continuous improvement.
• Ability to prepare detailed incident reports and communicate effectively with senior management.

Certifications (Preferred)

• ITIL Foundation or higher certification.
• Certifications in cloud platforms (AWS Certified Solutions Architect, Azure Administrator, Google Cloud Architect).
• Network certifications such as CCNA or CompTIA Network+.

This comprehensive profile ensures the Lead can effectively oversee 24x7 IT infrastructure command centre operations, covering monitoring, production control, patching, incident management, and team leadership to maintain high service availability and operational excellence

EA License # 14C6941