COMMAND CENTER SENIOR MANAGER – IT OPERATIONS / NOC

COMMAND CENTER SENIOR MANAGER – IT OPERATIONS / NOC

Industry: Large-Scale Enterprise / Retail & Consumer Technology

We are looking for a seasoned IT Operations leader to manage a 24x7 Command Center environment covering Network Operations Center (NOC), Compute Operations, Major Incident Management, service restoration, and operational governance.

This is a senior leadership role for someone who is experienced in managing managers or shift leads, leading major IT incidents, coordinating multiple technology teams, and working with global stakeholders in a large enterprise environment.

KEY RESPONSIBILITIES

• Lead 24x7 Command Center, NOC, Compute Operations, and Major Incident Management activities across multiple shifts.
• Manage and develop Shift Operations Managers, ensuring strong operational discipline, accountability, staffing, and leadership performance.
• Act as the senior escalation point and Incident Commander during high-impact and business-critical IT incidents, including Sev-1 outages.
• Lead Major Incident Management and coordinate Network, Compute, Infrastructure, Engineering, ITSM, and other technology teams during service disruptions.
• Ensure effective Incident, Major Incident, Change, and Problem Management processes in accordance with ITIL practices.
• Oversee monitoring, alerting, service restoration, operational readiness, and service continuity.
• Manage vendor and service provider escalations, SLA performance, and operational issues.
• Analyze incident trends, operational metrics, risks, capacity gaps, and service performance to drive continuous improvement.
• Partner with global/onshore stakeholders and senior leadership to align operational execution with enterprise standards.
• Prepare executive-level operational reports, performance reviews, risk assessments, and improvement roadmaps.
• Drive automation, proactive monitoring, operational efficiency, and continuous improvement initiatives.
• Manage Command Center staffing, resource planning, and operational budget.

QUALIFICATIONS

• 7+ years of experience in IT Operations, Command Center, NOC, Service Operations, Infrastructure Operations, or related technology operations.
• 3+ years of experience managing managers, Shift Managers, Operations Managers, or Shift Leads.
• Strong experience in 24x7 operations, shift-based environments, incident escalation, and service restoration.
• Proven experience in Major Incident Management and leading high-impact IT incidents or Sev-1 outages.
• Experience coordinating across multiple technology domains including Network, Compute, Infrastructure, Batch Operations, or Cloud Operations.
• Strong knowledge of ITSM processes including Incident, Major Incident, Change, and Problem Management.
• Experience working with global stakeholders, offshore/onshore teams, or Global Capability Center (GCC) environments.
• Experience managing IT vendors, service providers, escalations, and SLA performance.
• Strong operational reporting, data analysis, risk management, and continuous improvement experience.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
• ITIL 4 Foundation certification is required.
• ITIL 4 Managing Professional, SRE, COBIT, ISO/IEC 20000, or Major Incident Management certification is an advantage.

PREFERRED INDUSTRY EXPERIENCE

Candidates with experience supporting business-critical technology environments in Retail, E-commerce, Consumer Technology, Banking/Financial Services, Telecommunications, BPO, Logistics, or other high-volume enterprise environments are highly preferred.