Control Room Engineer (Production Operations & Incident Management)

Role :: Control Room Engineer (Production Operations & Incident Management)

Location :: Charlotte NC - Onsite

Fulltime_ Permanent Role

Job Description

Monitor scheduled jobs, batch processes, alerts, and operational dashboards to ensure smooth execution and timely completion.

Track job failures, delays, system alerts, and incidents; perform first-level analysis and initiate appropriate escalation procedures.

Engage and coordinate with multiple teams, including application support, infrastructure, operations, business, and vendor teams, to drive deliverables to closure.

Maintain clear and timely communication with stakeholders regarding job status, incidents, delays, risks, and resolution progress.

Document incidents, actions taken, job status updates, and shift handover notes accurately and consistently.

Follow defined standard operating procedures, escalation matrices, and incident management processes.

Support daily operational reporting, status tracking, and management updates related to job monitoring and deliverables.

Identify recurring issues and collaborate with relevant teams to support root cause analysis and process improvement.

Ensure smooth shift transitions by providing complete and accurate handover information to the next shift or support team.