Command Centre Specialist

insightsoftware; Hyderabad; Hybrid; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Competitive compensation

Professional development opportunities

Collaborative culture

Job summary

insightsoftware is establishing a new Command Centre in Hyderabad and is seeking a Command Centre Specialist. This role involves monitoring and responding to incidents in a multi-cloud environment, ensuring operational continuity 24/7.

Applicants should have 3-5 years' experience in 24x7 environments and hands-on AWS/Azure familiarity. The position starts on-site for the first 3-6 months, transitioning to remote work later. Expect competitive compensation and significant professional growth opportunities.

Qualifications

• Experience in a 24x7 operational environment.
• Hands-on experience with AWS and/or Azure services.
• Ability to troubleshoot across various IT layers.

Responsibilities

• Monitor alerts and triage incidents according to ITIL guidelines.
• Troubleshoot issues across multi-cloud infrastructure.
• Maintain accurate operational logs and document incidents.

Skills

Cloud troubleshooting

Incident management

Communication

Networking fundamentals

AWS/Azure exposure

Education

3-5 years in a Command Centre or NOC

ITIL V4 Foundation certification or equivalent

Tools

Jira Service Management

Confluence

PagerDuty

Job description

Command Centre Specialist

Department: IT - Command Centre (DevOps)

Location: Hyderabad, India (On-site for the first 3-6 months; remote thereafter)

Reports to: Senior Manager / Director, Command Centre

Employment Type: Full-time, Permanent

Shift Pattern: 24x7 rotational shifts

Role Overview

We are establishing a new Command Centre in Hyderabad to provide around-the-clock monitoring, incident response, and operational support for our global multi-cloud infrastructure, including AWS, Azure, and on-premises environments. The Command Centre Specialist will serve as an active operator, responsible for system monitoring, incident triage and resolution, execution of runbooks, and escalation of issues in accordance with established procedures. This role is highly execution-oriented and supports DevOps teams worldwide, adhering to ITIL best practices. The initial 3-6 months require on-site presence in Hyderabad for environment familiarization and team integration, after which the position will transition to remote work.

Key Responsibilities

• Monitor alerts and triage incoming incidents—classify, prioritize, and document in Jira Service Management per ITIL guidelines.
• Troubleshoot issues across multi cloud infrastructure (EC2, VPC, VPN, load balancers), identity and access management (IAM, SSO, directory services), networking (DNS, firewalls, routing), databases, and application layers.
• Execute established runbooks and standard operating procedures to resolve or contain incidents within SLA targets.
• Escalate unresolved or high-severity incidents to senior specialists or engineering teams with clear, accurate context.
• Participate in 24x7 rotational shifts; execute clean handoffs with detailed shift logs.
• Follow escalation matrices and communication protocols during all incidents.
• Maintain accurate, real-time operational logs throughout each shift.
• Update and maintain runbooks, troubleshooting guides, and SOPs in Confluence as issues are resolved.
• Document recurring incidents and known workarounds to build the Command Centre knowledge base.
• Log all actions taken during incidents for post-incident reviews and audit trails.
• Track incident response and resolution times against defined SLAs; flag breaches or at-risk tickets promptly.
• Contribute to operational dashboards and shift reports as directed by senior specialists.

Required Qualifications

• 3-5 years in a Command Centre, NOC, or equivalent 24x7 operations environment.
• 1-2 years of hands-on exposure to AWS and/or Azure—working familiarity with EC2, VPC, VPN, and IAM basics.
• Practical troubleshooting skills across cloud, identity, network, database, and application layers.
• Awareness of Kubernetes and containerized workloads sufficient to interpret alerts.
• Networking fundamentals—TCP/IP, DNS, DHCP, firewalls, and basic routing.
• Familiarity with ITIL concepts (Incident, Problem, Change Management).
• Experience with at least one monitoring/alerting tool—PagerDuty, Opsgenie, Datadog, Grafana, CloudWatch, or Azure Monitor.
• Clear written and verbal communication skills for shift logs, incident documentation, and escalations.

Preferred Qualifications

• ITIL V4 Foundation certification; any AWS or Azure foundational/associate certification.
• Experience with Jira Service Management and Confluence.
• Basic scripting skills (Bash, Python, or PowerShell) for log analysis or simple automation.
• Prior experience in a global, multi-time-zone support environment.

What We Offer

• Be part of a greenfield Command Centre build in a high-growth global software company.
• Hands-on exposure to a modern multi-cloud tech stack (AWS, Azure, SaaS, enterprise platforms).
• Clear growth path - learn from senior specialists and grow into advanced operational roles.
• Collaborative, results-oriented culture underpinned by our core values of Winning Attitude, One Team, and Disciplined Execution.
• Competitive compensation, benefits, and professional development opportunities.

Additional Information

All your information will be kept confidential according to EEO guidelines.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

Background checks are required for employment with insightsoftware, where permitted by country, state/province.