Operations Command Centre Manager
7 days ago
Job Title: Operations Command Centre Manager
Department: Technology
Reports To: Operations Command Centre Manager
Location: RCP, Navi Mumbai - Onsite
Job Description
Seeking a seasoned and strategic Operations Command Center (OCC) manager with over 14+ years of experience in operations (Service Desk and Observability) management and crisis handling. The OCC manager will oversee the day-to-day operations of the Command Center, ensure seamless coordination across teams, and drive operational excellence in a dynamic environment. This role is pivotal in enabling proactive decision-making and timely responses to operational and people challenges.
Key Responsibilities:
Strategic Leadership
- Optimise alerts and improvise system availability
- Improved customer satisfaction and reduced service disruptions
- Increased operational and people efficiency
- Develop and execute a long-term vision for the Command Centre
- Align the Command Centre's strategy with the overall business objectives
- Foster a culture of Automation innovation and continuous improvement
- Collaborate with cross-functional teams to ensure seamless integration
Operational Excellence
- Reduce MTTR (Mean Time to Repair) and MTTR (Mean Time to Restore) through analysis
- Oversee day-to-day operations of the Command Centre
- Implement robust governance processes
- Monitor key performance indicators (KPIs) and service level agreements (SLAs)
- Lead Improvement and volume reduction efforts
Team Management
- Increased team engagement, performance and productivity
- Recruit, nurture, and mentor a high-performing team of technical experts
- Foster a positive and collaborative work environment
Technology Expertise, Problem-Solving and Decision-Making
- Successful implementation of new technologies and tools
- Drive the adoption of automation and AI to improve efficiency
- Collaborate with different teams to ensure seamless integration of systems
- Effective communication of technical information to both technical and non-technical audiences
Required Skills and Experience:
- 14+ years of experience in operations management, with at least 5 years in a managerial role within a command centre or similar environment.
- Strong understanding of ITIL frameworks and best practices
- Proven ability to lead and motivate teams
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving skills
Desired Qualifications:
- Bachelor's degree in Computer Science, Engineering, or a related field
- Advanced certifications in ITIL, cloud technologies, or cybersecurity
- Experience in the telecommunications, financial or e-commerce industry is preferred
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