ICT Command Centre Operator
Core
Manages service desk calls, emails, and incidents; acts as first responder for system alerts; coordinates incident resolution with vendors.
Role type
ICT Command Centre Operator (L2 support)
Builds
Incident resolution workflows and system health monitoring
Domain
IT Operations / Service Desk
Deliverable
client delivery
Required skills
Incident management, triage, system health checks, call tracking, ticket management, Windows/Unix/Network support, report generation
Preferred skills
Enterprise command centre experience, ServiceNow proficiency
Technologies
ServiceNow, Windows, Unix, Network
Responsibilities
Answer service desk calls and emails, provide Self-Service ITSM Portal assistance, log and triage incidents, act as first responder for system alerts, perform system health checks, assist L2 team with resolution, generate reports, document processes, coordinate conference calls for major incidents, support process improvement initiatives
Seniority
Individual Contributor, operational level
