What are the responsibilities and job description for the IT Command Center Agent / Command Center Analyst position at Info Way Solutions?
Job Title: IT Command Center Agent / Command Center Analyst
Location: Des Moines, IA
Work Arrangement: Remote
Job Summary
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 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
Experience
- 1–3 years of experience in Service Desk, NOC, SOC, Operations Center, or IT Support.
Work Environment
- 24x7 rotational shifts.
- Fast-paced operational environment.
- Multiple monitoring screens and dashboards.
- Collaboration with Service Desk, NOC, SOC, Cloud, Network, Infrastructure, and Application Support Teams.
- Participation in weekend, holiday, and emergency support rotations.