Senior Command Center Officer

About the role

The Senior Officer, Command Center supports the team in ensuring the smooth operation and swift resolution of IT-related incidents. The role covers monitoring and maintaining optimal IT service delivery, minimizing downtime, identifying and diagnosing issues, and taking action to restore functionality or escalate problems.

Key responsibilities

• Escalate incidents to the appropriate technical teams for advanced troubleshooting and resolution.
• Manage and prioritize the workload of the command center team.
• Track key performance indicators (KPIs) for the command center.
• Collaborate with other IT teams to ensure seamless communication and incident resolution.
• Lead the team in monitoring network activity, server health, application performance and security threats.
• Proactively identify and troubleshoot incidents in IT systems and infrastructure.
• Develop and maintain documentation for IT processes and procedures, and ensure adherence to policies, procedures and SLAs.
• Analyze incident trends and reports to find root causes and implement preventive measures, and document incident details, resolution steps and lessons learned.
• Identify opportunities to improve system performance, monitoring tools and incident response procedures.
• Manage and lead the team, provide direction, foster collaboration and continuous improvement, and support projects and reporting to the manager.
• Provide information for audits and compliance activities and comply with regulatory rules and risk control guidelines.

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field.
• Minimum 2-3 years of experience in IT operations or service desk management.
• Good communication, problem-solving and interpersonal skills, able to work under pressure in a fast-paced environment.

Required skills

• Experience with IT ticketing system incident management tools is a plus.

To apply, send an updated cover letter and CV with a 4x6 photo through the bank's HR email.