The Command Center Operations Manager oversees 24x7 operations of the Enterprise Command Center, ensuring end-to-end visibility of infrastructure, applications, and business transactions. This role involves guiding Command Center analysts in performing proactive event triage, correlation, and escalation, as well as intervening in critical situations for swift containment, escalation, and restoration of services.
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Key Responsibilities
- Oversee the Major Incident process, ensuring rapid engagement of resolver groups and timely communication to stakeholders.
- Validate the quality of Root Cause Analyses (RCAs) and confirm the implementation of preventive actions.
- Supervise IT Asset Management activities ensuring accuracy, traceability, and compliance throughout the asset lifecycle.
- Guide and ensure adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) across all services.
- Ensure Command Center readiness for Disaster Recovery (DR) and Business Continuity (BCP) exercises.
- Identify and recommend automation, AIops, and monitoring optimization opportunities to improve operational resilience.
- Lead and mentor Command Center staff to maintain a disciplined, high-performance operational culture.
Skills and Experience
- Minimum 10 years of experience in IT Operations or Service Management, including 5 years in Command Center leadership.
- Proven background guiding Incident, Problem, Change, ITAM, and Service Level processes under ITIL frameworks.
- Experience with enterprise monitoring platforms (Elastic, Dynatrace, OpsBridge, etc.).
- Strong analytical and communication skills, capable of intervening during crises and reporting objectively to management.
- Exposure to banking or highly regulated environments preferred.
Certifications (Preferred)
- ITIL v4 Managing Professional
- ISO 22301 Lead Implementer / Auditor
- ServiceNow Certified Process Owner
- Elastic or Dynatrace Certified Professional
Behavioral Competencies
- Strategic Oversight & Analytical Thinking
- Calm, Structured Crisis Response
- Objective Reporting & Decision Support
- Leadership Through Guidance & Mentorship
- Collaboration Across Teams and Vendors
- Continuous Improvement Mindset
At the company, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
