Command Center Analyst L1 (Entry Level)

About the role

The Command Center Analyst L1 provides 24x7 monitoring of critical IT infrastructure using a suite of observability tools. This entry‑level position ensures alerts are triaged, routed, and resolved within defined SLA windows while maintaining accurate incident records.

Key responsibilities

• Continuously monitor Splunk, SolarWinds DPM, Cisco Thousand Eyes, Trend Micro, Imperva DAM and BigFix dashboards during assigned shifts.
• Interpret and triage infrastructure, network, security and database alerts in real time, routing them to the appropriate resolver group.
• Create, update and close BMC Helix ITSM tickets, ensuring correct CMDB CI associations.
• Escalate P1/P2 alerts immediately and manage SLA countdowns to prevent breaches.
• Perform detailed shift handovers, documenting open incidents, actions taken and pending escalations.
• Maintain the command center operations log and contribute to knowledge‑base updates.
• Participate in alert‑tuning reviews and support major incident bridge calls.

Required profile

• Proficiency with observability tools such as Splunk, SolarWinds DPM, Cisco Thousand Eyes, Trend Micro, Imperva DAM and BigFix.
• Understanding of alert severity, thresholds and contextual indicators.
• Experience with BMC Helix ITSM for ticket creation, CMDB lookup and SLA monitoring.
• Basic networking knowledge (IP addressing, DNS, routing, VLAN).
• Fundamental infrastructure concepts (servers, virtualization, cloud compute, storage, backup).
• Awareness of security monitoring for endpoints and databases.
• Strong written and verbal communication for incident updates and handovers.

Required skills

• Splunk
• SolarWinds DPM
• Cisco Thousand Eyes
• Trend Micro
• Imperva DAM
• BigFix
• BMC Helix ITSM
• IP addressing
• DNS
• Routing
• VLAN
• Server virtualization
• Cloud compute
• Storage
• Backup

What we offer

• Contract role with a competitive monthly salary range of SGD 2,600‑3,500.
• Hands‑on experience with industry‑leading monitoring platforms.
• Opportunities for professional development and certification in command‑center tools.