Command Center Analyst L1 (Entry Level) #IAC

Job Responsibilities

• Monitor Splunk, SolarWinds DPM, Cisco Thousand Eyes, Trend Micro, Imperva DAM and BigFix dashboards continuously during assigned 24x7 shift
• Identify, interpret and triage infrastructure, network, security and database activity alerts in real time
• Route alerts to the correct specialist resolver group within defined SLA response windows; escalate P1/P2 immediately
• Create, update and close BMC Helix ITSM tickets for all alerts and incidents; maintain accurate CMDB CI associations
• Follow documented escalation procedures for all alert types; apply sound judgement on severity classification
• Monitor SLA count down for open tickets and escalate at-risk tickets before breach
• Perform shift handover — document all open incidents, actions taken, active alerts and pending escalations
• Maintain the command center operations log and contribute to knowledge base article updates
• Participate in scheduled alert tuning reviews; provide feedback on false positives and threshold adjustments
• Support major incident bridge calls as required — maintain the incident timeline and update stakeholders
• Complete all mandatory tool and process training; maintain certification in all command centre platforms
• Any other ad-hoc duties as assigned by supervisor

Requirements

• Observability tool navigation — Splunk, SolarWinds DPM, Cisco Thousand Eyes, Trend Micro, Imperva DAM and BigFix dashboard operation
• Alert interpretation — understanding alert severity, threshold definitions and contextual indicators across all monitored platforms
• Alert triage —classifying, prioritising and routing alerts to the correct resolver group within defined response windows
• BMC Helix ITSM —incident creation, ticket management, CMDB CI lookup and SLA monitoring
• Basic networking concepts — understanding of IP addressing, DNS, routing, VLAN and common connectivity issues
• Basic infrastructure concepts — server, virtualisation, cloud compute, storage and backup fundamentals
• Security awareness— understanding of common alert types from endpoint and database activity monitoring tools
• Shift handover —accurate documentation of open incidents, alert status and actions taken during shift
• Communication —clear, accurate written and verbal communication for incident updates, escalation calls and handover notes
• SLA awareness —understanding of P1/P2/P3/P4 response and resolution targets; recognising and escalating breach risk
• Documentation —maintaining accurate operational logs, shift reports and knowledge base articles
• Attention to detail — accurate ticket logging, alert classification and escalation decision-making

Interested applicants, please email your resume to Andre Chua Jing Ming

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CEI Reg No: R1989053

EA Licence No: 99C4599

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