Duration: Perm Role

Job Description: Integrated Command Centre (ICC) Operator

Position Summary

The Integrated Command Centre (ICC) Operator is responsible for providing 24x7 operational monitoring and first‑line support across the organization's technology environment. The role acts as the central point of operational control, monitoring infrastructure, network, cloud, applications, and business‑critical technology services to ensure service availability and operational resilience.

The ICC Operator proactively identifies, investigates, and coordinates the response to incidents affecting IT services. Working closely with technical support teams, vendors, and service owners, the role ensures timely incident resolution, effective communications, and adherence to operational procedures and service management processes.

Key Responsibilities

Operational Monitoring

- Continuously monitor enterprise infrastructure, networks, cloud platforms, applications, and technology services using enterprise monitoring and event management tools.
- Identify, validate, and respond to operational alerts and events.
- Perform first‑level analysis to determine the impact, priority, and urgency of operational incidents.
- Correlate multiple alerts to identify underlying service issues and reduce alert noise.
- Monitor service health dashboards, system availability, and operational performance.
- Receive, triage, log, prioritise, and manage incidents in accordance with established service management processes.
- Perform initial diagnosis and execute documented operational recovery procedures.
- Escalate incidents to technical support teams when required.
- Coordinate incident response activities until service restoration.
- Provide timely operational updates to stakeholders throughout the incident lifecycle.
- Support major incident management activities and maintain accurate incident records.

Infrastructure and Network Operations

- Monitor the health and availability of server, storage, virtualization, cloud, and network environments.
- Identify infrastructure and network performance issues through proactive monitoring.
- Support operational activities including scheduled maintenance, system restarts, backup monitoring, and service verification.
- Validate successful completion of operational jobs and scheduled tasks.

Service Operations

- Monitor batch processing, scheduled jobs, integrations, and business‑critical applications.




- Verify completion of routine operational activities and investigate failures.Perform operational checks before, during, and after technology changes.

Operational Coordination

- Act as the central coordination point during technology incidents.
- Engage technical teams, vendors, and service providers as required.
- Maintain operational awareness of ongoing incidents, maintenance activities, and service impacts.
- Produce shift handover reports and maintain operational logs.
- Escalate risks and emerging issues in accordance with operational procedures.

Documentation and Continuous Improvement

- Maintain accurate operational documentation, knowledge articles, and standard operating procedures.
- Identify recurring incidents and contribute to problem management activities.
- Recommend improvements to monitoring, alerting, and operational processes.
- Participate in operational readiness testing and disaster recovery exercises.

Skills and Experience

- Understanding of enterprise infrastructure, networking, cloud services, and application environments.
- Experience using enterprise monitoring and event management platforms.
- Knowledge of IT service management principles, including Incident, Problem, Change, and Major Incident Management.
- Robust analytical and troubleshooting skills.
- Ability to assess operational impact and prioritise incidents effectively.
- Excellent verbal and written communication skills.
- Ability to work collaboratively in a fast‑paced operational environment.
- Familiarity with monitoring tools such as SolarWinds, SCOM, Zabbix, PRTG, Dynatrace, Splunk, LogicMonitor, or similar platforms.
- Knowledge of Windows, Linux, VMware, Microsoft Azure, AWS, or Microsoft 365 environments.
- Understanding of networking concepts including TCP/IP, DNS, DHCP, routing, switching, VPNs, and firewalls.
- Experience using IT Service Management platforms such as ServiceNow, Jira Service Management, or BMC Helix.
- Basic scripting or automation knowledge (PowerShell, Bash, or Python).
- Exposure to operational reporting and dashboard development.

Qualifications

- Certificate IV, Diploma, or Bachelor's degree in Information Technology, Computer Science, or a related discipline,



or equivalent practical experience.
- ITIL Foundation certification or willingness to obtain.
- Relevant vendor certifications are desirable but not essential.
- Situational awareness
- Critical thinking and analytical problem solving
- Attention to detail
- Customer and service focus
- Communication and stakeholder management
- Teamwork and collaboration
- Time management and prioritisation
- Commitment to continuous improvement

Working Conditions

- This role operates within a 24x7 Integrated Command Centre environment.
- Participation in rotating shifts, weekends, public holidays, and on‑call arrangements may be required.
- The role requires the ability to respond effectively during major incidents and service outages.

Success Measures

Success in this role is demonstrated through:

- Effective monitoring and early identification of service issues.
- Timely incident detection, triage, escalation, and coordination.
- Accurate operational reporting and documentation.
- High‑quality communication during operational events.
- Strong adherence to operational procedures and service management processes.
- Positive contribution to service reliability, availability, and continuous improvement initiatives.

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.

Candidate Data Privacy Notice | HCL Technologies

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📌 Integrated Command Centre (ICC) Operator (Melbourne)
🏢 HCLTech - Australia and New Zealand
📍 Melbourne