Command Center Engineer I

Reed Elsevier Shared Services (Philippines) Inc Company; Manila; On-site; PHP 223,000 - 446,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX Command Center IT Operations in the Philippines seeks an entry-level Command Center Engineer to monitor production systems, services, and networks to ensure RAP through 24/7 support. You will analyze alerts and assist in incident resolution, with a focus on reliability and performance.

You will collaborate with development and support groups, coordinate change management, and learn to apply enterprise AI tools and automated workflows under supervision.

Qualifications

• Bachelor's Degree in IT-related field (e.g., Computer Science, Information Technology, Information Systems).
• Entry-level position requiring 2–3 years networking understanding.
• Familiarity with TCP/IP, DNS, DHCP, routing, switching, and VPNs.
• Experience with ticketing systems and incident management is a plus.

Responsibilities

• Monitor production systems, services, and network infrastructure for reliability and performance.
• Respond to system management alerts and escalations; assist in major incident response/resolution.
• Coordinate with development and support groups; communicate incident impact to stakeholders.
• Support change management, batch processing, and problem management activities.
• Assist in daily support and contribute to continuous improvements of RAP processes.

Skills

Customer focus

Attention to detail

Teamwork

Willingness to learn

Adaptability

Ownership

Education

Bachelor's Degree in IT-related field

Tools

ServiceNow

PowerShell

Python

Bash

Windows

Linux

Job description

The Command Center Engineer reports through RELX Command Center IT Operations, ensuring that productions systems, services, and network infrastructure work reliably and securely. This position provides 7x24x365 support within a team that monitors system/network stability and performance, facilitates major incident response/resolution, communicates major incident impact status to the business in a clear and timely manner, provides IT troubleshooting support, responds to support tickets and alarms, and oversees overall IT support coordination to minimize impacts to the business. This role provides hands on technical support focused on a variety of IT support responsibilities to maintain Reliability Availability and Performance (RAP) through continuous improvement initiatives and core processes. This entry-level position responds to system management alerts to handle system/operations exceptions, within the assigned enterprise systems of product offerings.

This position is also responsible for business batch processing and change management support. Accountabilities: Review of device monitoring alerts, events, and statistics using standard tools. Access/logon to impacted infrastructure to perform standard testing and diagnostic functions including: CPU, Memory and bandwidth capacity, interface statistics, and review for abnormal operating conditions such as errors, drops and discards. Provides prompt recovery and problem escalation for all reported errors and utilize that information as well as problem management techniques to ensure resolution of problems. Works closely with development groups, support groups and vendors to coordinate special operations and communicates/escalates problems as appropriate to meet assigned deadlines. Provides analytical support for the development and enhancement of system interfaces and may develop or enhance those tools under high-level technical direction from more senior staff. Assists in daily support of the systems/products assigned, through early detection and pursuit or changes in system responses or operation. Works closely with support groups to refine system monitoring and reporting, and to assist them in their analysis and problem recovery. Provides prompt, clear and timely communications. Logs, coordinates and communicates problems using standard problem management and escalation procedures. Maintains a team focused attitude and work towards creating a healthy, respectful atmosphere. Participates in troubleshooting conference calls and act as a technical lead to these calls when needed. Ticket creation, routing and follow-up. All other duties as assigned.

Key Competencies

• Customer focus.
• Attention to detail.
• Teamwork and collaboration.
• Willingness to learn.
• Adaptability in a fast-paced environment.
• Strong sense of ownership and accountability.

Qualifications

Bachelor's Degree in IT-related course (e.g., Computer Science, Information Technology, Information Systems). At least 2–3 years of networking experience. Strong understanding of TCP/IP, DNS, DHCP, routing, switching, and VPNs. Familiarity with routers, switches, firewalls, and wireless access points. Experience with network monitoring and troubleshooting tools. Basic knowledge of Windows and Linux operating systems. Ability to perform initial network troubleshooting and resolve connectivity issues (e.g., ping and trace diagnostics). Experience using ticketing systems and managing incident tickets (ServiceNow experience is a plus but not required). Strong analytical and problem-solving skills. Good verbal and written communication skills. Ability to work in a night shift operations environment, including shifts, weekends, or on-call schedules as required. Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Entry-level networking certifications such as

• CompTIA Network+
• Cisco Certified Network Associate (CCNA)
• Juniper Networks Certified Associate (JNCIA)

Exposure to cloud networking (AWS, Azure, or GCP). Experience with scripting or automation tools (PowerShell, Python, or Bash) is a plus. Exposure to network operations, incident management, and stakeholder communication.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company.