Senior Manager

Company Overview Envisioned by Nita M Ambani and spread over 18 5 acres in Mumbais Bandra Kurla Complex the Jio World Centre is an iconic business commerce and cultural destination A multifaceted development of its kind in India it includes the musical Fountain of Joy an upscale retail experience a multivenue cultural centre selection of cafs and fine dining restaurants serviced apartments and offices and one of Indias largest convention facilities the Jio World Convention Centre The Centre opened to the public with the Jio World Convention Centre and the Fountain of Joy at Dhirubhai Ambani Square in early 2022 The Jio World Centre is strategically located in Mumbais vibrant business and cultural hub of Bandra Kurla Complex This centre has been developed with an international design vocabulary while honouring the culture and spirit of India A JOB PURPOSE Jio World Centre JWC is an 18 5-acre development celebrating art culture and Mumbai s heritage The JWC Joint Operations Centre JOC is the worlds first command centre that co-locates teams from IT Security HSEF O M Medical and business operations under one roof ensuring safe reliable and memorable user experiences The Site Shift Manager - JWC oversees daily operations manages critical situations and emergencies and ensures prompt detection resolution and reporting of service-impacting events by leveraging technology and management skills to support JOC services B KEY OBJECTIVES Ensure consistent high-quality shift operations and handle incidents fostering strong relationships with operational teams Comply with standard operating procedures and monitor dashboards to address deviations from KPIs and SLAs Identify promote continuous improvements drive measures for effective operations in JOC C SCOPE OF DELIVERY Primary scope of delivery is Jio World Centre however scope may be extended as required D JOB ACCOUNTABILITIES Lead and guide console operators ensuring effective shift operations Manage resolve and analyse issues as per SOPs ensuring compliance and timely action Oversee JOC staff rostering deployment and performance while monitoring KPIs SLAs Drive continuous service improvement and coordinate with third-party agencies for technical operational issues Conduct root cause analysis prepare incident learnings and oversee JWC operations during silent hour shifts Support Head Deputy Head - JOC during emergencies or crises E SKILLS AND COMPETENCIES Effective team player in cross-functional teams with sound technical knowledge in ELV and OT IT systems Strong leadership skills and high emotional intelligence for effective interpersonal communication and team collaboration with the ability to lead complex situations Exceptional analytical and critical thinking skills in handling serious incidents emergencies and crisis situations Skilled in problem-solving innovative thinking and implementing solutions while handling ambiguous real-time complex and dynamic cross-functional situations Demonstrate an ownership mindset proactive with a focus on execution excellence Ability to effectively prioritize tasks and manage time Skilled in root cause analysis trend analysis and process improvement knowledgeable in project management F QUALIFICATIONS Technical degree preferred Graduate with MBA G EXPERIENCE Minimum 7 years of experience in complex technology-intensive matrixed organizations programs preferably hospitality manufacturing healthcare airports event-management military etc Experience in senior operations role for 3 plus years with an experience of handling operations and emergencies