Job Summary:

The IT Command Center Agent serves as the first line of operational support within a 24x7 IT Command Center environment. The role is responsible for monitoring enterprise infrastructure, applications, cloud services, networks, and business-critical systems to ensure maximum availability and operational stability.

The Command Center Agent will proactively monitor alerts, perform initial incident triage, coordinate escalations, manage communications, and support major incident activities while ensuring adherence to established operational procedures and SLAs.

Job Duties: 

Monitoring & Situational Awareness * Monitor systems, dashboards, alerts, and communication channels for operational issues or service interruptions.
 * Maintain real-time awareness of program operations, deliverable statuses, SLA adherence, and critical performance indicators.
 * Identify anomalies, risks, or emerging issues early and escalate appropriately.

Incident Management * Log, categorize, and track incidents or service requests.
 * Coordinate response activities, ensuring timely communication with technical teams, leadership, and stakeholders.
 * Support root‑cause identification and follow-up actions.

Communication & Coordination * Serve as a central communication hub between program teams, delivery teams, leadership, and external partners.
 * Provide status updates, send targeted communications, and maintain situational reporting during events or escalations.
 * Facilitate coordination across functional groups to resolve issues efficiently.

Reporting & Documentation * Maintain real-time operational logs, issue trackers, and shift reports.
 * Produce daily, weekly, and ad hoc command center summaries.
 * Document resolution steps, decisions, and timelines for audit and continuous improvement.

Operational Support * Track scheduled activities, system releases, maintenance windows, and program milestones.
 * Ensure operational processes, SOPs, and escalation paths are followed.
 * Validate deliverable handoffs, ensure completion, and log exceptions.

Tools & Systems * Use monitoring tools, ticketing systems, communication platforms, and dashboards as part of daily operations.
 * Support configuration updates, user access requests, and tool hygiene.

Customer & Stakeholder Service * Respond to inquiries from internal teams, government stakeholders, or partners as routed through the command center.
 * Provide clear, concise, and timely communication.

Continuous Improvement * Identify patterns, operational gaps, or repeat issues and recommend process improvements.
 * Participate in post‑incident reviews and contribute to optimization of workflows.

Key Responsibilities:

Monitoring & Event Management

• Monitor enterprise infrastructure, applications, cloud platforms, and network environments using monitoring tools.
• Identify, acknowledge, and investigate system-generated alerts.
• Perform initial event correlation and impact assessment.
• Escalate issues to appropriate resolver groups based on severity and impact.
• Ensure timely response to alerts and operational issues.

Incident Management

• Log, categorize, prioritize, and assign incidents using ITSM tools.
• Perform first-level troubleshooting and diagnostics.
• Follow predefined runbooks and standard operating procedures (SOPs).
• Track incidents through resolution and closure.
• Ensure compliance with SLA commitments.

Major Incident Support

• Participate in Major Incident bridge calls.
• Assist Incident Managers in coordinating technical teams.
• Provide status updates and incident documentation.
• Track action items and recovery progress during critical outages.
• Maintain accurate incident timelines.

Operational Communication

• Send system outage notifications and service health updates.
• Coordinate communications between support teams and stakeholders.
• Maintain operational shift logs and handover reports.
• Escalate unresolved issues according to escalation matrices.

Dashboard & Reporting

• Monitor operational dashboards and service availability reports.
• Document recurring issues and trends.
• Update ticketing systems with detailed investigation notes.
• Generate daily operational status reports.

Process Compliance

• Follow Incident, Event, Problem, and Change Management processes.
• Maintain operational documentation and knowledge articles.
• Participate in shift handovers and operational reviews.
• Adhere to security, compliance, and audit requirements.

Required Technical Skills

• Windows Server Fundamentals
• Linux/Unix Basics
• Network Fundamentals (TCP/IP, DNS, DHCP, VPN)
• Cloud Fundamentals (Azure, AWS, Microsoft 365)
• Monitoring Tools (SolarWinds, LogicMonitor, SCOM, Dynatrace, Splunk, Datadog)
• ITSM Platforms (ServiceNow, Remedy, Jira)
• Active Directory & Identity Management Basics
• Microsoft Office Suite

Required Qualifications: 

• High School Diploma, GED, or equivalent.
• Command Center Agent -1-3 years of experience in Service Desk, NOC, SOC, Operations Center, or IT Support

Preferred Qualifications & Skills: