Qualifications

A minimum of 7+ years of experience in technology operations, command center, NOC, or IT service operations environments supporting business-critical systems.
Demonstrated experience working in 24x7 operations, including shift-based environments, incident escalation, and service restoration.
Progressive people management experience, including 3+ years managing managers or shift leads, with accountability for performance, staffing, and leadership development.
Proven experience in Major Incident Management, including leading or overseeing high-impact, cross-team incidents and providing senior operational oversight during service disruptions.
Hands-on experience coordinating across multiple technical domains, such as networking, compute, batch operations, and infrastructure, in an operational leadership capacity.
Experience working with ITSM processes, including Incident, Major Incident, Change, and Problem Management, in large-scale or enterprise environments.
Demonstrated experience collaborating with onshore leadership or global stakeholders, particularly in a Global Capability Center model, to align execution with enterprise standards.
Experience managing vendor and service provider interactions, including operational escalations and SLA related issues.
Strong track record of using operational metrics, incident trends, and performance data to identify risks and drive operational improvements.

Education, Degree, Course, and Certification

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline, or equivalent combination of education and significant relevant operational experience.

Professional Certifications

Additional Relevant Certifications (Nice to Have)

Operations / Incident / Reliability

Leadership & Management

Command Center Sr. Manager