What are the responsibilities and job description for the IT Command Center Agent (24x7 Operations) position at SDH Systems?
Job Title: IT Command Center Agent (24x7 Operations)
Location: Des Moines, IA
Client: Cognizent/State of iowa
Visa:
Work Schedule: 24x7 Rotational Shift Coverage (Including Weekends and Holidays)
Job Description:
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
Command Center Agent -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