Associate Command Center 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

Command Centre Associate

Department: IT - Command Centre (DevOps)

Location: Hyderabad, India (On-site 6-12 months; Hybrid thereafter)

Reports To: Principal Command Centre Specialist / Senior Manager

Employment: Full-time, Permanent

Shift Pattern: 24×7 rotational shifts (nights, weekends, holidays)

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

The Command Centre Associate is a hands-on entry-level operations role supporting the new Hyderabad Command Centre. Reporting to a Specialist or Senior Manager, you will assist with 24×7 monitoring, incident triage, and operational support for our multi-cloud infrastructure (AWS, Azure, on-premises).

This is a supervised, guided-learning role designed to build your foundation in cloud operations, incident management, and IT service delivery. You will work alongside Specialists, executing runbooks, documenting actions, and escalating issues per established procedures. The first 6-12 months are on-site for training and team integration; after that, you transition to hybrid work.

Key Competencies for Success (Fresher-Focused)

Learning Aptitude & Problem-Solving

Ability to learn new tools, systems, and processes quickly-comfortable admitting knowledge gaps and asking clarifying questions.

Logical thinking and curiosity; desire to understand "why" systems behave the way they do, not just follow steps.

Ability to break down ambiguous problems into smaller, manageable steps.

Comfort with ambiguity and change; ability to adapt when procedures evolve or new scenarios emerge.

Behavioral & Team Skills

Team player mentality-willing to support colleagues during high-pressure incidents and contribute to collective success.

Collaborative and open to feedback; able to receive coaching from Specialists without defensiveness.

Proactive attitude-identify issues before being told, flag ambiguities, suggest improvements based on observations.

Reliability and accountability-follow through on commitments, own your errors, and take corrective action.

Resilience under pressure; calm demeanor during incident response and ability to stay focused during high-stress situations.

Communication & Documentation

Clear written communication-shift logs, incident notes, and handoffs must be precise, concise, and actionable for the next shift.

Ability to explain technical issues in plain language to stakeholders with varying technical backgrounds.

Active listening-understand escalation context and ask clarifying questions before escalating to Specialists.

Comfort with asynchronous communication and remote collaboration tools (Slack, Confluence, Teams).

Work Ethic & Growth Mindset

Genuine interest in IT operations and cloud infrastructure; willingness to invest time in structured learning.

Self-motivated-can work independently during quieter shift periods, using time to study runbooks, documentation, or suggested learning resources.

Detail-oriented-meticulously follow runbooks, document every step taken, and flag deviations or unexpected findings.

Role requires to work 24×7 shifts including nights, weekends, and holidays.

Long-term commitment-seeking a role for sustained career growth, not short-term exposure.

Key Responsibilities

Incident Monitoring & Triage (Guided)

Monitor alerts and incoming incidents under supervision; classify and document in Jira Service Management with guidance from Specialists.

Execute standard troubleshooting steps and runbooks for routine issues (e.g., log file analysis, service restarts, basic connectivity checks).

Escalate unresolved, unusual, or high-severity incidents with clear context to Specialists.

24×7 Shift Operations

Participate in 24×7 rotational shifts; maintain detailed shift logs and handoff notes for continuity.

Follow shift procedures, escalation matrices, and communication protocols.

Alert Specialists to threshold breaches, anomalies, or potential security events.

Documentation & Knowledge Building

Document all incident actions, resolutions, and learnings for audit trails and knowledge base updates.

Contribute observations on recurring issues and alert patterns to help refine runbooks.

Create or update Confluence articles for common troubleshooting procedures with Specialist review.

Learning & Skill Development

Shadow Specialists and senior peers to understand multi-cloud architecture, ITIL incident processes, and command centre workflows.

Work through structured onboarding-cloud fundamentals, tooling, runbooks, and escalation procedures.

Required Qualifications

1-2 years in IT operations, helpdesk, NOC, or field support (or fresh graduate with technical foundation).

Basic familiarity with cloud concepts (IaaS, PaaS, SaaS); no hands-on AWS/Azure required but willingness to learn is essential.

Comfortable with networking fundamentals (TCP/IP, DNS, basic routing) and willingness to deepen knowledge.

Strong attention to detail-ability to follow runbooks precisely and document actions accurately.

Clear written and verbal communication for shift logs, handoffs, and escalations.

Ability to work 24×7 rotational shifts including nights, weekends, and Indian holidays.

Basic Windows/Linux command-line familiarity (e.g., navigating directories, viewing files, basic troubleshooting).

Preferred Qualifications

Awareness of ITIL Incident and Problem Management concepts.

Exposure to at least one monitoring/alerting tool (Datadog, Grafana, CloudWatch, Azure Monitor, PagerDuty).

Familiarity with Jira or similar ticketing systems.

Basic scripting knowledge (Bash, Python, or PowerShell) for log parsing or simple automation tasks.

Prior IT or infrastructure support experience (even in a smaller organisation).

What We Offer

Structured onboarding and mentorship from experienced Specialists-accelerated learning path in cloud operations and ITIL incident management.

Hands-on exposure to a modern multi-cloud tech stack (AWS, Azure, Kubernetes, SaaS, enterprise platforms).

Clear progression: proven performers can grow into Specialist roles within 18-24 months.

Collaborative, results-oriented culture underpinned by core values of Winning Attitude, One Team, and Disciplined Execution.

Competitive compensation, shift allowance, benefits, and professional development support (certifications, training).

Exposure to global IT operations in a PE-backed, high-growth software company.

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

insightsoftware About Us: Hear From Our Team

Background checks are required for employment with insightsoftware, where permitted by country, state/province.

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.