Command Center Analyst
- Cognizant
- 6 - 10 years
- Bengaluru
- 6 hours ago
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Job Description
Command Center JD:
JD- Overview:
The Dispatch Field Engineer operates within a centralized Command Centre model, responsible for end-to-end coordination, monitoring, and execution of field dispatch activities. The role ensures timely response, efficient ticket handling, and high-quality execution aligned with client expectations.
Key Responsibilities:
Monitor and manage dispatch tickets via ITSM tools (e.g., ServiceNow) Or via MS Teams.
Ensure the dispatch scope of work is clearly documented then work with vendor partners to arrange for dispatch engineer.
Track ticket lifecycle (assignment to closure)
Ensure adherence to response and onsite timelines (SLA/ToT guidelines)
Provide real-time updates and communication to stakeholders via MS team bridge calls or chat.
Validate completion notes, photos, and closure evidence from FEs
Maintain dispatch logs, reporting, and daily/weekly metrics
Coordinate with client teams for access, scheduling, and approvals
Support power-down/bring-up events and critical incident windows requiring dispatch coordination via MS Teams.
Operating Model:
Centralized Command Center (247 or defined shift coverage)
Supports multi-site / multi-region operations
Works closely with onsite Field Engineers, client stakeholders, and vendor partners
Experience:
810 years in IT support / Data Centre operations / Dispatch coordination
Experience in 247 support environment preferred
Technical / Functional Skills:
Strong understanding of ITSM workflows (Incident / Service Request / Change)
Basic knowledge of Data Centre operations and Layer 1 troubleshooting
Familiarity with tools: ServiceNow, PagerDuty, MS Teams, Excel
Ability to interpret runbooks and execute standard operating procedures
Soft Skills:
Strong coordination and communication skills
Stakeholder communication with clear and concise status reporting.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Desktop EngineerEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Bengaluru
Keyskills: Communication Skills Technical Support International Technical Support Major Incident Management Networking Skills
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