Command Center Operations Manager

Senior Manager, Command Center Operations

Technology & Engineering

JOB DESCRIPTION:

The Senior Manager, Command Center Operations leads 24x7 Command Center

operations, including Network Operations Center (NOC), Compute Operations, and

Major Incident Management, ensuring reliable service delivery and effective service

restoration. This role provides leadership across shift operations, oversees operational

execution, drives continuous improvement initiatives, and serves as the senior

operational escalation point for high-impact incidents. The position partners closely

with technology leaders, stakeholders, and vendors to ensure operational excellence,

service reliability, and adherence to enterprise standards.

JOB FOCUS:

• Lead Command Center operations across NOC, Compute Operations, and Major

Incident Management functions

• Oversee incident triage, escalation, and resolution processes to ensure effective

service restoration

• Provide senior leadership during high-impact and business-critical incidents

• Drive operational excellence through service performance monitoring, process

discipline, and continuous improvement initiatives

• Oversee change management support, operational readiness, and risk mitigation

activities

• Lead problem management efforts and support root cause analysis for recurring

operational issues

• Manage day-to-day NOC and Compute Operations, ensuring effective monitoring and

response processes

• Oversee vendor performance, escalations, and service delivery commitments

• Ensure staffing readiness, succession planning, and leadership development across

shift operations

• Provide executive visibility through operational reporting, risk assessments, and

performance reviews

• Collaborate with technology, engineering, ITSM, and business teams to improve service

stability and operational outcomes

JOB QUALIFICATION:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a

related technical discipline, or equivalent relevant experience

• Minimum of 7+ years of experience in technology operations, command center, NOC,

or IT service operations environments

• Minimum of 3+ years managing managers or shift leaders in a 24x7 operational

environment

• ITIL 4 Foundation certification required

• ITIL 4 Managing Professional certification preferred

REQUIRED TECHNICAL SKILLS:

• IT Service Management (ITSM) and ITIL practices

• Incident, Major Incident, Change, and Problem Management

• Technology operations and service restoration

• Operational risk and resilience management

• Command Center, NOC, and Compute Operations

• Monitoring and observability platforms

• Vendor management and SLA oversight

• Data analysis and operational reporting

• Infrastructure, networking, and compute environments

• Automation, orchestration, and performance monitoring concepts

REQUIRED SOFT & OPERATIONAL SKILLS:

• Operational leadership and people management

• Executive and stakeholder communication

• Cross-functional collaboration and influence

• Incident leadership, decision-making, and problem-solving

• Performance management and accountability

• Continuous improvement and operational excellence mindset

• Risk awareness and governance discipline.

WORK SCHEDULE & SETUP

• Normal working hours are from 6:00 AM to 3:00 PM but may be adjusted based on

business needs. The employee is expected to be on call for Major Incidents until 10:00

Disclaimer:

Philtech uses AI to assist with candidate screening, resume parsing, and interview support. Final hiring decisions should always involve human review and judgment.

Personal information is securely managed in accordance with applicable data privacy laws and company policies, and is used exclusively for recruitment purposes.