IT Command Center Agent (24x7 Operations)

Job Description – IT Command Center Agent (24x7 Operations)

Position Title -IT Command Center Agent / Command Center Analyst

Location- Des Moines, IA

Shift -24x7 Rotational Shift Coverage (Including Weekends and Holidays)

Position 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.

Key Responsibilitie

sMonitoring & Event Managemen

tMonitor 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 Managemen

tLog, 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 Suppor

tParticipate 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 Communicatio

nSend 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 & Reportin

gMonitor operational dashboards and service availability reports

.Document recurring issues and trends

.Update ticketing systems with detailed investigation notes

.Generate daily operational status reports

.Process Complianc

eFollow 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 Skil

lsWindows Server Fundamenta

lsLinux/Unix Basi

csNetwork Fundamentals (TCP/IP, DNS, DHCP, VP

N)Cloud Fundamentals (Azure, AWS, Microsoft 36

5)Monitoring Tools (SolarWinds, LogicMonitor, SCOM, Dynatrace, Splunk, Datado

g)ITSM Platforms (ServiceNow, Remedy, Jir

a)Active Directory & Identity Management Basi

csMicrosoft Office Sui

te
Command Center Agent -1–3 years of experience in Service Desk, NOC, SOC, Operations Center, or IT Supp

ort
Work Environ

ment24x7 rotational sh

iftsFast-paced operational environ

mentMultiple monitoring screens and dashbo

ardsCollaboration with Service Desk, NOC, SOC, Cloud, Network, Infrastructure, and Application Support T

eamsParticipation in weekend, holiday, and emergency support rotat