• Provide Tier 1 Command Center support by monitoring alerts, tickets, dashboards, and incoming service requests.
• Perform initial triage of incidents and escalate issues to the appropriate technical teams based on defined processes and severity levels.
• Track and document incidents accurately, ensuring all required details, timelines, and actions are captured.
• Coordinate with internal teams and client stakeholders to support timely resolution of issues.
• Monitor system, network, or operational events and identify potential service-impacting issues.
• Follow standard operating procedures for incident management, escalation, reporting, and communication.
• Provide clear and timely updates to stakeholders during active incidents or service disruptions.
• Support shift-based operations, including graveyard, rotational, weekend, or holiday coverage as needed.

Skills:

• Strong communication skills.
• Above-average reporting skills.
• Excellent analytical and problem-solving skills.
• Effective organizational and time management skills.
• Ability to document issues clearly and maintain accurate records.
• Ability to work in a fast-paced support environment with attention to detail.

Abilities:

• Ability to apply knowledge of the account’s business, technology, and processes to manage escalations and support junior team members.
• Ability to problem-solve independently and make quick but high-quality decisions.
• Ability to create, interpret, and analyze reports.
• Ability to exhibit professionalism when communicating with internal and external stakeholders.
• Ability to drive results and support organizational goals, expectations, and customer requirements.
• Ability to work a flexible schedule, including graveyard or shifting schedules.

• Bachelor’s Degree in any field or equivalent work experience.
• Minimum of 2 years of work experience in a customer service environment within a BPO/KPO or similar industry.
• Experience in the high-tech industry is preferred, especially within IT, telecom, data centers, or command center operations.
• Proven track record of providing excellent service in a Level 1 support environment.
• Knowledge of the product, account, systems, or processes being supported.