Command Centre Specialist

About Us:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description:

insightsoftware

Job Description

Job Title

Command Centre Specialist

Department

IT — Command Centre (DevOps)

Location

Hyderabad, India (On-site for the first 3–6 months; remote thereafter)

Reports To

Senior Manager / Director, Command Centre

Employment Type

Full-time, Permanent

Shift Pattern

24×7 rotational shifts

About insightsoftware

insightsoftware is a global provider of connected solutions for the Office of the CFO. We empower business leaders with accessible insights and connected solutions to drive actionable business strategy. With operations spanning 40+ countries, we help finance and IT teams work smarter, faster, and with greater confidence.

Role Overview

We are establishing a new Command Centre in Hyderabad to provide around-the-clock monitoring, incident response, and operational support for our global multi-cloud infrastructure, including AWS, Azure, and on-premises environments. The Command Centre Specialist will serve as an active operator, responsible for system monitoring, incident triage and resolution, execution of runbooks, and escalation of issues in accordance with established procedures. This role is highly execution-oriented and supports DevOps teams worldwide, adhering to ITIL best practices. The initial three to six months require on-site presence in Hyderabad for environment familiarization and team integration, after which the position will transition to remote work.

Key Responsibilities

Incident Response and Troubleshooting

• Monitor alerts and triage incoming incidents—classify, prioritize, and document in Jira Service Management per ITIL guidelines.
• Troubleshoot issues across multi cloud infrastructure (EC2, VPC, VPN, load balancers), identity and access management (IAM, SSO, directory services), networking (DNS, firewalls, routing), databases, and application layers.
• Execute established runbooks and standard operating procedures to resolve or contain incidents within SLA targets.
• Escalate unresolved or high-severity incidents to senior specialists or engineering teams with clear, accurate context.

Monitoring and Alerting

• Monitor multi-cloud infrastructure, network, and security tooling 24×7 using enterprise observability platforms.
• Identify anomalies, threshold breaches, and potential security events; take first-response action or escalate per SOPs.
• Flag false positives and noisy alerts to senior specialists for threshold tuning and runbook updates.

Shift Operations

• Participate in 24×7 rotational shifts; execute clean handoffs with detailed shift logs.
• Follow escalation matrices and communication protocols during all incidents.
• Maintain accurate, real-time operational logs throughout each shift.

Documentation and Knowledge Contribution

• Update and maintain runbooks, troubleshooting guides, and SOPs in Confluence as issues are resolved.
• Document recurring incidents and known workarounds to build the Command Centre knowledge base.
• Log all actions taken during incidents for post-incident reviews and audit trails.

SLA Tracking and Reporting

• Track incident response and resolution times against defined SLAs; flag breaches or at-risk tickets promptly.
• Contribute to operational dashboards and shift reports as directed by senior specialists.

Required Qualifications

• 3–5 years in a Command Centre, NOC, or equivalent 24×7 operations environment.
• 1–2 years of hands-on exposure to AWS and/or Azure—working familiarity with EC2, VPC, VPN, and IAM basics.
• Practical troubleshooting skills across cloud, identity, network, database, and application layers.
• Awareness of Kubernetes and containerized workloads sufficient to interpret alerts.
• Networking fundamentals—TCP/IP, DNS, DHCP, firewalls, and basic routing.
• Familiarity with ITIL concepts (Incident, Problem, Change Management).
• Experience with at least one monitoring/alerting tool—PagerDuty, Opsgenie, Datadog, Grafana, CloudWatch, or Azure Monitor.
• Clear written and verbal communication skills for shift logs, incident documentation, and escalations.

Preferred Qualifications

• ITIL V4 Foundation certification; any AWS or Azure foundational/associate certification.
• Experience with Jira Service Management and Confluence.
• Basic scripting skills (Bash, Python, or PowerShell) for log analysis or simple automation.
• Prior experience in a global, multi-time-zone support environment.

What We Offer

• Be part of a greenfield Command Centre build in a high-growth global software company.
• Hands-on exposure to a modern multi-cloud tech stack (AWS, Azure, SaaS, enterprise platforms).
• Clear growth path—learn from senior specialists and grow into advanced operational roles.
• Collaborative, results-oriented culture underpinned by our core values of Winning Attitude, One Team, and Disciplined Execution.
• Competitive compensation, benefits, and professional development opportunities.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Learn more about our high-energy, high-performance global team: Work With Us

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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.