Command Center Specialist

AU SMALL FINANCE BANK; Jaipur; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

AU SMALL FINANCE BANK is seeking an experienced IT Command Center Lead to manage a 24x7 command center and ensure continuous monitoring, incident management and proactive observability across IT applications and infrastructure.

The role requires strong technical leadership, coordination across teams, and a track record in managing high-pressure IT operations, ideally in BFSI domains. Onsite in Jaipur with full-time employment.

Qualifications

• Proficiency with observability tools (APM, Grafana, etc.).
• Strong understanding of IT infrastructure (databases, middleware, OS, networks).
• Knowledge of ITIL frameworks for incident, problem, and change management.
• Familiarity with SLA, KPI, and KRI tracking.

Responsibilities

• Monitor and maintain uptime with observability tooling and KPI tracking across applications, networks and infrastructure.
• Lead incident resolution processes, including bridge setup, stakeholder comms and rapid service restoration to meet SLAs.
• Conduct root cause analysis and maintain a problem management database for trend analysis and proactive resolution.
• Define and track KRIs and performance metrics across applications, databases, middleware, storage, OS and network infrastructure.
• Prepare and present performance and incident reports to senior leadership and participate in governance meetings.

Skills

Observability tools

IT infrastructure

ITIL frameworks

SLA/KPI tracking

Education

B.Tech / MCA or related

Tools

Grafana

APM

Job description

Job Description:

Location: Onsite - Jaipur

Employment Type: Full-Time

About The Role

We are looking for an experienced IT Command Center Lead to manage our 24x7 IT Command Center operations. This is a critical leadership role responsible for ensuring continuous monitoring, incident management, and proactive observability across our IT applications and infrastructure. If you thrive in high-pressure environments and have strong technical and leadership skills, we’d love to hear from you.

What You’ll Do

As The IT Command Center Lead, You Will

• Monitor & Maintain Uptime
  • Oversee deployment and management of observability tools (APM, NMS, Grafana, etc.) for applications, networks, and infrastructure.
  • Ensure real-time tracking of KPIs to maintain service quality and uptime.
• Manage Incidents Efficiently
  • Lead incident resolution processes, including bridge setup, stakeholder communication, and rapid service restoration.
  • Ensure SLA compliance for incident response and resolution.
  • Maintain clear escalation procedures for critical issues.
• Drive Problem Management & RCA
  • Conduct root cause analysis for recurring issues and implement permanent fixes.
  • Maintain a problem management database for trend analysis and proactive resolution.
• Proactive Monitoring & Metrics
  • Define and track KRIs and performance metrics across applications, databases, middleware, storage, OS, and network infrastructure.
  • Collaborate with support teams to prevent service disruptions.
• Governance & Reporting
  • Prepare and present performance and incident reports to senior leadership (CTO/CIO).
  • Participate in governance meetings to review team performance and identify improvements.

What We’re Looking For

Technical Expertise

• Proficiency in observability tools (APM, Grafana, etc.).
• Strong understanding of IT infrastructure (databases, middleware, OS, network).
• Knowledge of ITIL frameworks for incident, problem, and change management.
• Familiarity with SLA, KPI, and KRI tracking.

Leadership & Communication

• Ability to lead a diverse team in a 24x7 environment.
• Excellent communication and stakeholder management skills.
• Strong collaboration and influencing capabilities.

Analytical Skills

• Expertise in analyzing observability metrics and identifying patterns.
• Skilled in RCA formulation and implementing corrective actions.

Qualifications

• Education: B.Tech in Computer Science/IT, MCA, or related field.
• Certifications: ITIL and observability tools certifications preferred.
• Experience:
  • Minimum 5 years in IT operations.
  • Proven experience managing IT Command Center or similar roles.
  • Hands-on experience with incident/problem management in a 24x7 environment.
  • Strong troubleshooting skills for complex IT applications (preferably BFSI domain).
• Preferred:
  • Experience in banking/financial services IT operations.
  • Familiarity with cloud-based monitoring (AWS) and hybrid IT environments.

Key Performance Indicators (KPIs)

• Improved application uptime through proactive monitoring.
• Reduced Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
• SLA adherence for incident resolution.
• Team performance and training effectiveness.
• Reduction in recurring incidents via effective RCA.