Command Center Manager

15 hours ago

Mangaluru, India CMS Info Systems (CMS) Full time

JD For Command Center Manager

Key Responsibilities

Operational Management

  • Oversee day-to-day operations of the e-Surveillance Command Center (ESCC).
  • Ensure round-the-clock monitoring of all sites through CCTV, NVRs, alarms, and other surveillance systems.
  • Monitor alerts and ensure timely incident detection, verification, and escalation.
  • Define and enforce Standard Operating Procedures (SOPs) for handling incidents and alerts.
  • Track false alerts and work with technical teams to reduce nuisance alarms.

Team Leadership

  • Manage, train, and mentor a team of surveillance executives/analysts.
  • Create duty rosters to ensure adequate staffing across all shifts.
  • Conduct regular performance reviews, coaching, and skill development sessions.
  • Ensure discipline, professionalism, and adherence to compliance norms in the team.

Incident & Escalation Management

  • Ensure timely and accurate escalation of suspicious activities, thefts, vandalism, and system failures.
  • Coordinate with law enforcement, field engineers, and client stakeholders as per SOPs.
  • Review and close all incidents with proper documentation and reporting.

Client & Stakeholder Engagement

  • Act as the primary point of contact for clients on surveillance operations.
  • Share daily/weekly/monthly reports on incident status, system health, and command center performance.
  • Conduct review meetings with clients and internal stakeholders.
  • Address escalations and ensure high client satisfaction.

Process Improvement & Compliance

  • Continuously review and improve command center processes for efficiency.
  • Implement automation tools, AI-based analytics, and dashboards for proactive monitoring.
  • Ensure compliance with contractual obligations, security standards, and regulatory requirements.
  • Conduct periodic health checks of surveillance systems and command center infrastructure.

Data & Reporting

  • Maintain accurate records of incidents, alerts, and escalations.
  • Generate MIS reports, trend analysis, and dashboards for management and clients.
  • Provide root cause analysis for recurring issues and recommend corrective actions.

Key Skills & Competencies

  • Strong leadership and team management skills.
  • Excellent communication and escalation handling abilities.
  • Analytical mindset with attention to detail.
  • Hands-on knowledge of CCTV, NVRs, VMS, alarms, and surveillance technologies.
  • Ability to work under pressure in a fast-paced 24x7 environment.
  • Strong coordination skills with cross-functional teams and external stakeholders.

Qualifications & Experience

  • Bachelors degree in Security Management / IT / Electronics / related field.
  • 7–12 years of experience in security operations / command center management.
  • At least 3–5 years in a managerial or supervisory role in e-Surveillance / Security Command Center.
  • Exposure to large-scale e-surveillance projects with multiple sites preferred.
  • Knowledge of networking, CCTV systems, and monitoring tools is an added advantage.

Key Performance Indicators (KPIs)

  • Incident detection & escalation response time.
  • SLA compliance for monitoring & reporting.
  • Client satisfaction and feedback scores.
  • Reduction in false alerts and system downtime.
  • Team productivity and attrition rate.

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