Command Center and Service Management Lead

Job Description:

Key Responsibilities

1. Command Center Operations Oversight

• Oversee 24x7 operations of the Enterprise Command Center ensuring end-to-end visibility of infrastructure applications and business transactions.
• Guide Command Center analysts to perform proactive event triage correlation and escalation following established SOPs.
• Intervene in critical situations to ensure swift containment escalation and restoration of services.
• Solve operational bottlenecks and coordination issues across technical and vendor teams.
• Ensure effective shift handovers daily operations reports and centralized dashboards for management visibility.

2. Incident & Problem Management (Oversight Role)

• Ensure consistent adherence to Incident and Problem Management frameworks across shifts.
• Oversee the Major Incident process ensuring rapid engagement of resolver groups and timely communication to stakeholders.
• Intervene and guide incident managers during crisis events to ensure accurate impact analysis and prioritization.
• Validate the quality of Root Cause Analyses (RCAs) and confirm implementation of preventive actions.
• Review and report operational metrics such as MTTA MTTR and incident recurrence to leadership.

3. Change Management (Guidance Role)

• Oversee the organizational Change Management process to ensure effective planning risk assessment and communication.
• Chair or support CAB DCAB TCAB Cyber -security CAB meetings to validate change readiness and Command Center visibility.
• Monitor and report all changes that may affect production services ensuring synchronization with DR and release calendars.
• Guide teams to minimize change-related incidents through better testing and communication practices.

4. IT Asset Management (ITAM) Oversight

• Supervise IT Asset Management activities ensuring accuracy traceability and compliance throughout the asset lifecycle.
• Ensure synchronization between ITAM CMDB and monitoring systems to maintain an up-to-date operational picture.
• Oversee and validate license compliance asset tagging and configuration baselines for audits and service impact assessments.
• Report on asset utilization lifecycle health and gaps that may affect operational readiness.

5. Service Level Management

• Guide and ensure adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) across all services.
• Validate and report monthly service performance uptime and restoration metrics to management and stakeholders.
• Oversee tracking of SLA breaches identify root causes and guide service owners toward improvement actions.
• Ensure proactive monitoring and trending of performance indicators that could lead to potential SLA violations.
• Support Service Review Meetings with factual reports and recommendations for improvement.

6. Business Continuity & Disaster Recovery Alignment

• Ensure Command Center readiness for Disaster Recovery (DR) and Business Continuity (BCP) exercises.
• Coordinate DR scheduling and readiness reviews with application infrastructure and change teams.
• Oversee and report the Command Centers participation ensuring accurate documentation of test results and lessons learned.
• Intervene during DR execution to ensure Command Center coordination communication and recovery validation.

7. Continuous Improvement & Automation Enablement

• Identify and recommend automation AIops and monitoring optimization opportunities to improve operational resilience.
• Guide teams in implementing alert reduction predictive insights and workflow automation initiatives.
• Review Command Center KPIs and report process gaps and efficiency improvements to management.
• Drive maturity initiatives in collaboration with platform and observability engineering teams.

8. Leadership Coaching and Stakeholder Engagement

• Lead and mentor Command Center staff to maintain a disciplined high-performance operational culture.
• Oversee shift rosters ensure skill matrix coverage and promote cross-domain knowledge sharing.
• Intervene and guide in real-time operational escalations ensuring the right experts are engaged.
• Report key events incidents and operational trends to IT leadership and business stakeholders.
• Act as the Command Center representative in CABs Incident Review Boards Service Review Meetings and DR Steering Committees.

Skills and Experience

Technical & Process Expertise

• 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 SiteScope SolarWinds etc.).
• Familiarity with ITSM platforms (ServiceNow Opentext Service Manager) CMDB and IT Asset Management tools.
• 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
• Process Adherence & Intervention Discipline
• Collaboration Across Teams and Vendors
• Continuous Improvement Mindset

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