Job Summary
Command Center role
Responsibilities
Roles and responsibilities for Command Center
Responsible to monitor critical application/ service alerts and inform the respective SME within defined SLA.
Monitoring of Application error received via e-mail and updating the SME.
When a Red alert is triggered under Logic Monitor tool team is responsible to inform the respective SME with screenshot of the alert.
During the weekend support teams needs to make sure the on-call person is informed if any alert is triggered.
Monitoring of INC queue for Voice & Network team and updating them if any ticket is unassigned.
Team is responsible for handling all the system generated incident with L1 scope of work.
Team is responsible to work on incident at L1 only if supporting documentation provided by the respective domain/ application team.
Team is responsible to make sure the that incident is acknowledged as soon as its received in the queue.
Responsible to make sure INC is acted upon and necessary steps are taken to resolve it if not update the INC and route it to respective team.
Generating weekly status reports and sharing it to client.