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Analyst
Job Description
Analyst
Job Summary
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Location: Sofia
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Project role: Analyst
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Qualification: B-Tech
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Experience: 0-2.5 Years
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Skills: Integrated Command Center – CC Eng
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No. of positions: 1
Job description:
Job Description Command Center Engineer (L1 GCC Onshore) Purpose of the Role and Key Accountabilities: The Command Center Engineer is responsible for ensuring the seamless operation of critical IT infrastructure by providing 24/7 monitoring, incident management, and technical escalation support. The role requires in-depth technical expertise, analytical skills, and the ability to work under pressure to ensure maximum system uptime and minimal service disruptions. - 24/7 Proactive Monitoring & Incident Response: - Utilize enterprise-grade monitoring solutions such as BBPM, HP NNM, SolarWinds, Splunk, and Prometheus to detect and respond to system anomalies. - Conduct real-time log analysis and telemetry monitoring to identify patterns indicating potential failures or performance degradation. - Implement event correlation strategies to reduce noise from redundant alerts and ensure efficient incident prioritization. - Escalation Management & Root Cause Analysis (RCA): - Act as a critical point of technical escalation for L1 teams and collaborate with infrastructure, network, and application support teams. - Drive post-incident reviews (PIRs) to determine root causes and document corrective actions. - Assist in forensic analysis of incidents by leveraging SIEM (Security Information and Event Management) and system logs. - Operations Reporting & Metrics Analysis: - Generate detailed Operations Reports including performance trends, incident statistics, SLA compliance, and MTTR (Mean Time to Resolve) metrics. - Develop custom dashboards and automated reports in ServiceNow, Power BI, or Grafana to provide real-time insights into system health. - Perform trend analysis on recurring incidents to recommend proactive solutions and process improvements. - Technical Process Management & Knowledge Base Development: - Define and refine Standard Operating Procedures (SOPs) for incident handling, escalation protocols, and troubleshooting methodologies. - Maintain an updated Knowledge Base (KB) repository with detailed runbooks and remediation procedures. - Ensure strict adherence to ITIL best practices in Change, Incident, and Problem Management processes. - Critical Incident Management & Crisis Coordination: - Serve as the Major Incident Manager (MIM) during high-severity outages, coordinating resolution efforts across multiple teams. - Manage and facilitate war room calls, ensuring clear communication between technical teams, stakeholders, and executive leadership. - Develop and maintain the Major Incident Communication Plan, ensuring timely and accurate updates to affected business units. - Security & Compliance Monitoring: - Conduct regular security health checks on monitored systems, ensuring compliance with security policies and industry standards. - Escalate anomalous behavior and security threats detected through SIEM platforms such as Splunk or ArcSight. - Work closely with cybersecurity teams to mitigate vulnerabilities and enforce incident response playbooks. - Infrastructure & Application Support: - Work closely with DBA teams to monitor database health, replication status, and transaction logs. - Support network monitoring activities, including packet flow analysis, bandwidth utilization, and firewall rule violations. - Provide Level 2 support for cloud-based infrastructures (AWS, Azure, Google Cloud) and hybrid environments. - Collaboration & Continuous Improvement: - Engage in cross-functional team discussions to resolve operational bottlenecks and enhance system resilience. - Participate in capacity planning and infrastructure optimization initiatives. - Assist in automating repetitive monitoring tasks using Python, PowerShell, or
Why Join Us:
At HCL Technologies, we promise many varied opportunities for you to learn, along with the potential to do innovative, interesting work, and to fast track your career. You will have access to the Global clients and team from some of the most experienced leaders in the tech industry who will enable you to get on the fast track to a rewarding tech career. HCL Technologies offers the leadership, flexibility, and people-friendly work culture to enrich the life of an employee and of those around them - to find greater stability, purpose, and growth both personally and professionally.
We encourage our people to try things differently, provide them with the freedom to explore, opportunities to grown, and experiment while offering intensive training and on-the-job coaching opportunities. Our people take pride in their enthusiasm and commitment to go beyond. And we celebrate this collective pride. Below are few of the benefits and perks:
- Global careers and mobility
- A flexible (remote) working environment with work-life balance
- Great opportunities to make the role your own, upskill yourself and get involved with exciting projects
- Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Sparks – Engagement Champion to name a few