Command Center Engineer I

The Command Center Engineer reports through RELX Command Center IT Operations, ensuring that productions systems, services, and network infrastructure work reliably and securely.

This position provides 7x24x365 support within a team that monitors system/network stability and performance, facilitates major incident response/resolution, communicates major incident impact status to the business in a clear and timely manner, provides IT troubleshooting support, responds to support tickets and alarms, and oversees overall IT support coordination to minimize impacts to the business.

This role provides hands on technical support focused on a variety of IT support responsibilities to maintain Reliability Availability and Performance (RAP) through continuous improvement initiatives and core processes.

This entry-level position responds to system management alerts to handle system/operations exceptions, within the assigned enterprise systems of product offerings. This position is also responsible for business batch processing and change management support.

Accountabilities:

• Review of device monitoring alerts, events, and statistics using standard tools. Access/logon to impacted infrastructure to perform standard testing and diagnostic functions including: CPU, Memory and bandwidth capacity, interface statistics, and review for abnormal operating conditions such as errors, drops and discards.
• Provides prompt recovery and problem escalation for all reported errors and utilize that information as well as problem management techniques to ensure resolution of problems.
• Works closely with development groups, support groups and vendors to coordinate special operations and communicates/escalates problems as appropriate to meet assigned deadlines.
• Provides analytical support for the development and enhancement of system interfaces and may develop or enhance those tools under high-level technical direction from more senior staff.
• Assists in daily support of the systems/products assigned, through early detection and pursuit or changes in system responses or operation. Works closely with support groups to refine system monitoring and reporting, and to assist them in their analysis and problem recovery.
• Provides prompt, clear and timely communications. Logs, coordinates and communicates problems using standard problem management and escalation procedures.
• Maintains a team focused attitude and work towards creating a healthy, respectful atmosphere.
• Participates in troubleshooting conference calls and act as a technical lead to these calls when needed.
• Ticket creation, routing and follow-up.
• All other duties as assigned.

Key Competencies:

• Customer focus.
• Attention to detail.
• Teamwork and collaboration.
• Willingness to learn.
• Adaptability in a fast-paced environment.
• Strong sense of ownership and accountability.

Qualifications:

• Bachelor's Degree in IT-related course (e.g., Computer Science, Information Technology, Information Systems).
• At least 2-3 years of networking experience.
• Strong understanding of TCP/IP, DNS, DHCP, routing, switching, and VPNs.
• Familiarity with routers, switches, firewalls, and wireless access points.
• Experience with network monitoring and troubleshooting tools.
• Basic knowledge of Windows and Linux operating systems.
• Ability to perform initial network troubleshooting and resolve connectivity issues (e.g., ping and trace diagnostics).
• Experience using ticketing systems and managing incident tickets (ServiceNow experience is a plus but not required).
• Strong analytical and problem-solving skills.
• Good verbal and written communication skills.
• Ability to work in a night shift operations environment, including shifts, weekends, or on-call schedules as required.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Entry-level networking certifications such as:

- CompTIA Network+

- Cisco Certified Network Associate (CCNA)

- Juniper Networks Certified Associate (JNCIA)

• Exposure to cloud networking (AWS, Azure, or GCP).
• Experience with scripting or automation tools (PowerShell, Python, or Bash) is a plus.
• Exposure to network operations, incident management, and stakeholder communication.

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