Command Center Senior Manager

7-9 Years

Job Description

About Our Client

The company is a shared services of one of the biggest grocery stores in the US.

Job Description

Lead end-to-end Command Center operations covering NOC, Compute Operations, and Major Incident Management.
Act as the senior escalation point for critical incidents and service disruptions.
Provide leadership and direction to Shift Operations Managers across multiple shifts.
Oversee incident, change, problem, and service management processes aligned with ITIL best practices.
Ensure effective collaboration across infrastructure, engineering, operations, vendors, and business stakeholders.
Manage vendor relationships, operational escalations, and SLA performance.
Drive operational reporting, governance, performance monitoring, and risk management initiatives.
Champion continuous improvement, automation, monitoring enhancements, and operational resilience.
Develop executive-level operational reports, presentations, and business performance updates.
Build, coach, and develop leadership capability while ensuring resource readiness across a 24/7 environment.

The Successful Applicant

Minimum 7 years of experience in technology operations, Command Center, NOC, or IT service operations.
Experience working within 24/7 support environments with incident escalation and service restoration responsibilities.
At least 3 years of people leadership experience managing managers, leads, or supervisors.
Strong background in Major Incident Management and crisis leadership.
Experience managing cross-functional technology domains including networking, infrastructure, compute, and operations.
Proven understanding of ITSM disciplines such as Incident, Change, Problem, and Major Incident Management.
Ability to collaborate with global stakeholders and offshore/onshore teams.
Experience handling vendor management, operational escalations, and SLA governance.
Strong analytical skills with the ability to leverage operational metrics and trend analysis for service improvements.
Bachelor's degree in a relevant technology or engineering discipline or equivalent experience.
ITIL 4 Foundation certification required; additional ITIL, COBIT, ISO20000, SRE, or leadership certifications are advantageous.

What's on Offer

Full onsite, night shift opportunity in BGC.
Senior leadership role with responsibility for enterprise-wide technology operations.
Opportunity to manage and develop multiple operational leadership teams.
Exposure to global stakeholders and large-scale technology environments.
High visibility position with executive-level engagement and decision-making authority.
Opportunity to shape operational strategy, resilience, and service excellence initiatives.
Dynamic and fast-paced environment focused on innovation and continuous improvement.
Competitive compensation and benefits package.
Career growth within a globally integrated technology organisation.

Quote job ref: JN-092026-7108904