Information Technology Operations Manager

Position: Command Center Sr. Manager

Job Type: Permanent

Location: BGC, Taguig

Work setup: Onsite

Shift time: Shifting Schedule

Job Summary:

The Command Center Senior Manager leads 24x7 Command Center operations, including Network Operations Center (NOC), Compute Operations, and Major Incident Management, to ensure reliable service delivery and effective service restoration. The role provides direct people leadership for all Shift Operations Managers and ensures consistent execution of operational processes across shifts. This role oversees high-impact and business-critical incidents, ensures effective coordination across technology teams and vendors, and maintains clear stakeholder communications.

You will work in close collaboration with different leaders and stakeholders to align operational execution, escalation handling, and continuous improvement initiatives with enterprise standards. The role ensures operational readiness, adherence to ITIL service management practices, and the identification and escalation of systemic risks and improvement opportunities to senior leadership.

Core Responsibilities:

Incident Management:

• Oversees incident management activities across all Command Center functions, including NOC and Compute operations.

• Ensures consistent execution of incident triage, escalation, and resolution processes across all shifts.

• Acts as the senior operational escalation point for high-impact and business-critical incidents.

• Provides leadership direction to Shift Operations Managers during complex or prolonged incidents.

• Ensures incident handling aligns with enterprise standards in collaboration with onshore leadership.

Major Incident Management:

• Thrives as an Incident Commander, maintaining composure during Sev-1 outages and making decisive calls to minimize business impact.

• Oversees Major Incident Management execution within the Command Center during US night shift.

• Ensures consistent execution of major incident triage, escalation, and resolution processes.

• Provides senior leadership oversight during Major Incidents, ensuring effective coordination between offshore teams, onshore stakeholders, engineering teams, and vendors.

• Ensures timely, accurate, and consistent incident communications are delivered during major service disruptions.

• Reviews Major Incident outcomes and ensures lessons learned and corrective actions are tracked and progressed.

Change Management:

• Provides oversight for high-risk IT change activity and drives continuous process improvement.

• Monitors operational execution of standard and emergency changes impacting Command Center-supported services.

• Ensures emergency and high-risk changes are assessed, coordinated, and supported effectively across shifts.

• Provides guidance to Shift Operations Managers on change-related risk and operational readiness.

• Coordinates with Change Management leadership to ensure alignment with enterprise change management support expectations.

Problem Management:

• Oversees problem management activities for recurring and high-impact operational issues.

• Ensures root cause analysis activities are initiated, tracked, and supported by appropriate technical teams.

• Reviews problem trends and ensures systemic issues are escalated and addressed.

• Collaborates with engineering and ITSM teams to support long-term service stability improvements.

NOC & Compute Operations:

• Oversees day-to-day NOC and Compute operations across all shifts.

• Ensures monitoring, alerting, and response processes are executed consistently and effectively.

• Reviews operational performance and identifies gaps in monitoring coverage, response effectiveness, or staffing.

• Partners with infrastructure and platform teams to address cross-tower or systemic operational issues.

Vendor Management:

• Oversees operational engagement with service providers supporting Command Center services.

• Ensures vendors adhere to operational expectations and SLA commitments.

• Coordinates and supports vendor escalations during service disruptions or recurring operational issues.

• Collaborates with onshore leadership on vendor performance concerns and remediation actions.

Environment Monitoring:

• Builds an anti-fragile ecosystem by championing automation, proactive monitoring, and chaos engineering principles to prevent incidents before they occur.

• Identifies gaps in monitoring, alerting, and availability.

• Works with onshore leadership in orchestrating resolution of gaps.

Resource and Budget Management:

• Plans and manages Command Center staffing within the approved headcount model, ensuring sustained coverage and operational readiness across shifts.

• Manages discretionary spend allocated to the Command Center to remain within the approved departmental budget, and ensures expenditures align with operational priorities and financial controls.

People Management:

• Provides direct people management for all Shift Operations Managers.

• Sets expectations for operational discipline, accountability, and leadership behaviors.

• Coaches and develops managers to strengthen decision-making, escalation handling, and people leadership capability.

• Ensures staffing coverage, skills availability, and succession planning to support 24x7 operations.

• Enforces agreed SOPs.

Performance Monitoring & Continuous Improvement:

• Oversees operational health reporting, incident trends, and service performance indicators, providing visibility and insight to senior leadership.

• Identifies operational improvement opportunities and collaborates with onshore leadership for corrective actions.

• Ensures continuous improvement initiatives are executed consistently across shifts.

• Escalates systemic operational risks, capacity gaps, and improvement recommendations to onshore leadership.

• Collaborates with cross-functional IT teams and Program Delivery to meet service levels and project timelines.

• Collaborates with teams for compliance with audit, security, and architectural standards while maintaining audit readiness.

• Builds a collaborative, large enterprise IT operation in partnership with stakeholders, supporting a flexible global model.

• Creates and delivers monthly business reports that provide executive-level visibility into operational performance, risks, and continuous improvement opportunities.

• Produces executive-ready narratives that translate operational data into business impact, risk posture, and recommended actions.

• Develops and presents detailed deep-dive presentations for US leadership during onsite visits, including end-to-end operational reviews, trend analysis, risk deep dives, and improvement roadmaps.

Relevant Experience:

• 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 SLA related issues.

• Strong track record of using operational metrics, incident trends, and performance data to identify risks and drive operational improvements.

Professional Certifications:

• ITIL 4 Foundation (required)

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