Be the first point of contact to support a designated business group with responsibility for one or more of the following: root cause analysis, change management, incident management (coaching, documentation, QA, training / cert., oversight of incident ops, governance, tools, process, and crisis management), problem management, service improvement, internal / external customer file transmission design, discovery / gathering / documenting of business needs and requirements, and business communication. The role should include as its primary duty either: The exercise of discretion and independent judgment with respect to matters of significance Design work (design meaning a tailored design in order to meet a specific client request) or programming (programming meaning writing original programs using computer code that is intended for use on a wide scale basis) This position should typically be used for an advanced or lead level resource The Command Center Infrastructure Support Analyst will: Provide a command and control presence on active high priority incident bridge calls Authoritatively and confidently guide, influence, and direct technology staff to mitigate high priority incidents 24x7 infrastructure monitoring - the Command Center Analyst will utilize the current monitoring platform to diagnose alarm events as they come in, determine initial troubleshooting and based on initial findings, and determine next steps that need to be taken to resolve the issue Excellent written and verbal communication skills must be utilized to create executive communications and comprehensive incident review documentation when required Will uncover and drive service improvement or efficiency initiatives Fully document investigation and resolution steps in all incident process tools such as Peregrine Service Center and the Enterprise Change Management System Fully engage external resolvers and communicate through the appropriate establishment Candidate must have strong networking skills with a firm understanding of: Switches Routers Firewalls Servers DNS DHCP TCP/IP VoIP SIP Windows Server Operating System Microsoft Cluster Server Microsoft SQL Server Microsoft IIS Red Hat / SUSE Linux VMware 3rd party databases (MSSQL, Oracle, DB2, etc.) Experience with Enterprise-level Call Center solutions including IVR, Web, multi-channel, PBX, ACD, call routing, workflow management, CTI interfaces, and switches (MAPD, AES, and Avaya CM) Professional Skills: Communication Skills - Advanced Facilitation skills - Advanced Teamwork - Advanced Flexibility - Advanced Interpersonal skills - Advanced Decision making - Advanced Customer / Client Needs Management - Proficient Innovation - Proficient Firm / Business Knowledge - Proficient Initiative / Risk Taking - Proficient Leadership - Proficient