Command Center Sr. Manager

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 SLArelated 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

• ITIL 4 Foundation (required)
• ITIL 4 Managing Professional (preferred for M4 and above)

Additional Relevant Certifications (Nice to Have)

• ISO/IEC 20000 Foundation
• COBIT Foundation (operational governance awareness)

Operations / Incident / Reliability

• Certified Major Incident Manager (where applicable)
• SRE Foundation or equivalent (conceptual understanding)

Leadership & Management

• People leadership or management certifications
• Coaching or operational leadership development programs