(Urgent) Command Center Manager

Sprinklr is the definitive AI-native platform for Unified Customer Experience Management Unified-CXM empowering brands to deliver extraordinary experiences at scale across every customer touchpoint By combining human instinct with the speed and efficiency of AI Sprinklr helps brands earn trust and loyalty through personalized seamless and efficient customer interactions Sprinklr s unified platform provides powerful solutions for every customer-facing team spanning social media management marketing advertising customer feedback and omnichannel contact center management enabling enterprises to unify data break down silos and act on real-time insights Today 1 900 enterprises and 60 of the Fortune 100 rely on Sprinklr to help them deliver consistent trusted customer experiences worldwide We are seeking a strategic and operationally strong Command Center Site Reliability Manager to lead our global incident response and network operations functions This leadership role is responsible for driving operational excellence leading a high-performing team and ensuring the resilience and reliability of our production systems and services You will lead the team responsible for 24x7 incident detection escalation communication and resolution of critical service outages while overseeing real-time monitoring and triage of infrastructure and application health Lead end-to-end management of Critical Service Outages P0 P1 incidents driving timely resolution through coordinated incident response effective communication with stakeholders and robust post incident reviews with actionable remediation Oversee a 24x7 Network Operations Center NOC implementing scalable observability alerting and monitoring strategies to ensure infrastructure application and network reliability Continuously optimize alert triage diagnostics and noise reduction to boost efficiency Build and develop a high-performing team of incident managers NOC engineers and shift leads Foster operational maturity through training performance management and close collaboration with Engineering SRE DevOps and Product teams Define and uphold standards for incident SLAs escalation processes runbooks and playbooks while ensuring continuous shift coverage smooth handoffs and comprehensive KPI reporting on system health and incident trends Required Skills 6 years of experience in Technical Operations Site Reliability NOC or Incident Management roles 2 years in a people management or team leadership role o Deep knowledge of major incident management escalation practices and real-time service recovery strategies Strong technical understanding of cloud-native architectures AWS Azure GCP infrastructure monitoring and DevOps practices Proven experience working with observability tools e g Datadog Splunk Grafana Prometheus incident tools PagerDuty and ITSM platforms e g ServiceNow Jira Prior experience supporting high-availability SaaS or telecommunications systems is a strong plus o Experience with customer-facing incident communication practices We focus on our mission Sprinklr was founded in 2009 to solve a big problem growing enterprise complexity that separated brands from their customers Our vision was clear to unify fragmented teams tools and data helping large organizations build deeper more meaningful connections with the people they serve Today Sprinklr has a unified AI-native platform for four product suites Sprinklr Service Sprinklr Social Sprinklr Marketing and Sprinklr Insights Sprinklr is here to do three things Lead a new category of enterprise software that we call Unified-CXM Empower companies to deliver next generation unified engagement journeys that reimagine the customer experience Create a culture of customer obsession with trust teamwork and accountability We believe in our product Customers who value exceptional customer experiences have what they need on our single unified platform built with an operating system approach on a single codebase That means that everything and everyone can work together to service respond sell and market to customers on the channels they prefer While Unified Customer Experience Management Unified-CXM as a category is just getting started we are well on our way to creating a no-compromise unified approach to better customer experiences for the world s leading enterprise brands We invest in our people We offer a comprehensive suite of benefits designed to help each member of our team thrive Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it We offer you and your family voluntary healthcare coverage in countries where applicable We believe it is important to take time off - it is essential for your mental and physical wellbeing We provide Sprinklrites with paid time off to recharge and spend time with loved ones We want to grow our talent with purpose Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus To learn more about employee benefits by region To learn more about all-things-Sprinklr visit our candidate resource hub EEO - Our philosophy Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment We fervently believe every employee matters and should be respected and heard We believe we are stronger when we belong because collectively we re more innovative creative and successful Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal state and local fair employment practices laws We are committed to equal employment opportunity regardless of race color religion creed national origin or ancestry ethnicity sex including gender pregnancy sexual orientation and gender identity age physical or mental disability citizenship past current or prospective service in the uniformed services genetic information or any other characteristic protected under applicable law Reasonable accommodations are available upon request during the interview process To request an accommodation please work directly with your recruitment coordinator or recruiter Warning about Recruiting Scams Please be vigilant for recruiting scams impersonating Sprinklr Sprinklr will never ask you for money to pay for equipment or for unnecessary personal information during the interview process Sprinklr will also never pay in Bitcoin or send email communications from our executives Please the Federal Trade Commission s advice to avoid these types of scams If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr please do not engage and block their email or phone number immediately