Command Center Manager

Title: Command Centre Manager (8+ Years only)

Note- This is WFO (all 5 days from Bangalore office icluding night shifts)

Job Description: Role purpose

Own the 247 command centre end to end people, dispatch performance and escalation across all three shifts.

Key responsibilities

• Lead the command centre team across three shifts; own rosters, coverage and relief planning.
• Own dispatch SLAs and the work-order lifecycle.
• Govern L1 escalations; act as escalation authority for major incidents
  Send daily and weekly operations reports to the SDM and client.
• Own SOPs, runbooks and shift-handover discipline.
• Hire, train, coach and retain dispatchers; own attrition risk and succession cover.
• Work with IT on tooling; drive continuous improvement.

Essential skills and experience

• 12+ years in NOC, command centre or field-service dispatch supporting US clients.
• Has managed 247 multi-shift teams.
• SLA and workforce management.
• Strong communication with US customers will present in monthly and quarterly reviews.

Desirable

• Data-centre or telecom field-services dispatch.
• Labor-marketplace dispatch (Field Nation / WorkMarket).
• ITIL v4 Foundation; Six Sigma or process-improvement certification.
• Has stood up a new command centre from scratch.