Job Description

Role Overview

The Command Center Senior Manager leads 24x7 technology operations across Command Center functions, including NOC, Compute Operations, and Major Incident Management. The role provides direct leadership to Shift Operations Managers and serves as the senior escalation point for high-impact incidents, ensuring effective service restoration, operational readiness, and consistent execution across shifts.

Key Responsibilities

Command Center & Incident Operations

Oversee 24x7 NOC, Compute, and Command Center operations across all shifts.
Provide senior operational leadership during high-impact and business-critical incidents.
Lead and oversee Major Incident Management, coordinating technical teams, vendors, and global stakeholders.
Ensure consistent incident triage, escalation, resolution, and communication processes.
Oversee Change and Problem Management activities, including high-risk changes, root cause analysis, and recurring issue resolution.

Operational Leadership

Directly manage Shift Operations Managers and ensure consistent operational discipline across shifts.
Oversee staffing, skills coverage, succession planning, and operational readiness.
Monitor service performance, incident trends, capacity, and operational risks.
Drive continuous improvement across monitoring, alerting, automation, service stability, and operational processes.

Stakeholder & Vendor Management

Coordinate with infrastructure, engineering, ITSM, security, and other technology teams to resolve cross-functional issues.
Manage operational relationships and escalations with technology vendors and service providers.
Partner with global/onshore leadership to align Command Center execution with enterprise standards.
Provide executive-level reporting on operational performance, risks, incidents, and improvement initiatives.

Required Qualifications & Experience

7+ years of experience in technology operations, Command Center, NOC, or IT service operations supporting business-critical systems.
Proven experience in 24x7 operations, incident escalation, and service restoration.
3+ years of progressive people management experience, including managing managers or shift leads.
Strong Major Incident Management experience, including leadership of high-impact, cross-functional incidents.
Experience across multiple technology domains such as networking, compute, batch operations, and infrastructure.
Strong experience with ITIL-based Incident, Major Incident, Change, and Problem Management.
Experience managing vendors, service providers, SLAs, and operational escalations.
Strong operational metrics, risk management, and continuous improvement experience.
Experience working with global/onshore stakeholders in an enterprise or global capability environment.

Education & Certifications

Bachelor's degree in Computer Science, IT, Engineering, or a related discipline, or equivalent relevant experience.
ITIL 4 Foundation required.
ITIL 4 Managing Professional preferred.
ISO/IEC 20000, COBIT, Major Incident Management, or SRE certifications are advantageous.

Key Competencies