Infra Command Center Lead

TESTQ Technologies LTD.; Gurugram District; Hybrid; INR 2,500,000 - 4,000,000; Full time

Job summary

TESTQ Technologies LTD. is seeking an Infra Command Center Lead to oversee a 24x7 monitoring operation from Gurugram. Hybrid work arrangement combines on-site presence with remote coordination across shifts and L1.5 domain leadership for infrastructure across cloud, on-prem, networks and databases.

You will supervise the L1 analysts, optimize triage, drive incident resolution, and coordinate with app support and IT teams. Strong English communication and ITSM experience are essential.

Qualifications

• 10+ years of experience in a 24x7 NOC or Command Center environment.
• Experience leading or supervising a shift-based monitoring team.
• Alert triage and escalation across infrastructure towers.
• ServiceNow or similar ITSM tool administration.
• SLA/KPI reporting and RCA facilitation.
• Clear written and spoken English, including leadership reporting.

Responsibilities

• Lead and manage the L1.5 Infra Command Center across shifts, including rosters and handovers.
• Own the shift schedule and ensure 24x7 monitoring coverage with no gaps.
• Coach analysts on triage quality, tool use and SOP adherence.
• Review shift performance: alert volume, response and resolution times.
• Be the point of escalation when an analyst cannot resolve or classify an alert.
• Oversee continuous monitoring of infra across compute, cloud, on-prem, network, storage, DBs.
• Ticket analysis and drive improvements; ensure tickets are triaged and closed with logs.

Skills

Leadership

Shift leadership

Incident triage

Stakeholder management

English communication

Tools

Datadog

Splunk

PagerDuty

Power BI

Tableau

ServiceNow

Job description

TQINE0097_6084 - Infra Command Center Lead

Job Type: Contract

Work Mode: Hybrid (3 Days from office)

• Location: Gurugram / Hybrid / Remote

Support level L1.5 Lead Domain Infra Command Center (L1.5) Scope 24x7 Infra Monitoring, Alert Triage, Escalation & Shift Leadership

Lead and manage the L1.5 Infra Command Center. Ensure consistent monitoring, triage and escalation across shifts, while supervising the on-floor analyst or L1 team members.

Process Command Center Leadership

• Supervise the Infra Command Center analysts across shifts, including rosters and shift handover.
• Own the shift schedule and make sure 24x7 monitoring coverage has no gaps.
• Coach analysts on triage quality, tool use and SOP adherence.

Review shift performance: alert volume, response & resolution times and missed alerts.

Be the point of escalation when an analyst cannot resolve or classify an alert.

Stakeholder management(leadership, app support teams, other L2 teams) and attending MIM calls Monitoring and Triage

Oversee continuous monitoring of infrastructure alerts across compute/hosting cloud & Onprem, network, storage, databases and data tribe domains.

Routing to right L2 tower leads, application support teams or Observability team.

Ticket analysis and drive continuous improvement initiatives across incidents, alerts

Confirm alerts are triaged, enriched and routed to the correct L2 tower within the target time if unresolved based on SOPs & Runbooks.

Ensure that ServiceNow tickets are raised, updated and closed with appropriate notes/logs.

Review recurring or noisy alerts and coordinate with L2 towers and monitoring owners on tuning. Reporting and Improvement

Produce and review the daily and weekly Command Center status report for leadership.

Assist MIM to Run RCA and post-incident reviews for major or repeated incidents.

Keep SOPs, escalation matrices and knowledge-base articles current & update them periodically.

Track and report on SLA and KPI performance for the Command Center. Common

Keep ServiceNow tickets and dashboards current, with clear resolution and closure notes.

Work with L2 tower leads and the client's service management team on process and tooling changes.

Tools

• Enterprise monitoring and alerting tools (Datadog, Splunk, Pager duty or equivalent)
• Dashboarding and reporting tools (e.g. Power BI, Tableau, ServiceNow)
• Shift roster and workforce management tools

Technologies

• Infrastructure monitoring (basic knowledge of server/compute, network, storage, database & data tribe)
• Alert triage and enrichment
• ITSM service request, incident, problem and change processes
• Shift and workforce management
• SLA and KPI reporting
• RCA and continuous improvement Experience

Experience

• 10+ years of experience in a 24x7 NOC or Command Center environment
• Experience leading or supervising a shift-based monitoring team
• Alert triage and escalation across infrastructure towers
• ServiceNow or similar ITSM tool administration
• SLA/KPI reporting and RCA facilitation
• Clear written and spoken English, including leadership reporting

Certifications

• ITIL Service Operation: Monitor, Support and Fulfil