Global Command Center Operations Manager

POSITION SUMMARY:

The Global Command Center Operations Manager is responsible for leading the 24x7 Global Command Center responsible for monitoring, event correlation, incident response, escalation coordination, operational communications, and service reliability across critical infrastructure, applications, networks, job scheduling, and telephony services. This role provides operational leadership for geographically distributed teams and ensures that Command Center functions consistently meet availability, resiliency, compliance, and service management expectations.

The successful candidate will be a hands-on, metrics-driven operations leader with strong ITIL/ITSM discipline, deep infrastructure operations awareness, and the ability to translate technical events into clear executive-level business impact. This leader will drive process maturity, automation, alert quality, stakeholder alignment, and continuous improvement across global operations while maintaining a high-accountability and service-focused team culture.

ROLE AND RESPONSIBILITIES:

Operational Leadership and Service Reliability:

- Lead day-to-day and shift-based 24x7 Global Command Center operations across monitoring, triage, escalation, incident communications, and operational coordination.

- Oversee functional coverage for server operations monitoring, network operations monitoring, application operations monitoring, lab operations monitoring, Helix/Control-M job scheduling, Windows and Linux L2 support, and Genesys/IP telephony operations.

- Ensure adherence to SLAs, OLAs, uptime expectations, alert response targets, escalation procedures, and operational performance metrics.

- Drive proactive monitoring, event correlation, alert tuning, runbook quality, and automation to reduce noise, improve response times, and minimize manual intervention.

- Maintain operational readiness for high-severity events, business-impacting incidents, planned maintenance windows, and critical change activity.

Incident, Problem, and Change Management:

- Lead Command Center participation in major incidents by coordinating bridge engagement, ensuring role clarity, maintaining focus on service restoration, and escalating to appropriate technical and leadership teams.

- Partner with Major Incident Management, Problem Management, Change Management, infrastructure, application, security, and vendor teams to support fast restoration and durable corrective actions.

- Review incident trends, recurring alerts, failed jobs, chronic infrastructure events, and escalation patterns to identify improvement opportunities.

- Support post-incident reviews, root cause analysis, known error documentation, corrective/preventive action tracking, and lessons-learned adoption.

- Ensure Command Center teams follow approved change, incident, problem, access, and communication processes.

Governance, Compliance, and Audit Readiness:

- Create, maintain, and enforce SOPs, technical runbooks, escalation matrices, knowledge articles, operational checklists, and process documentation.

- Ensure operational evidence is complete, accurate, timely, and defensible for internal reviews, SOX audits, control testing, and regulatory inquiries.

- Partner with security, risk, compliance, and technology owners to ensure adherence to enterprise standards, access protocols, and data protection expectations.

- Establish governance routines to review operational metrics, control gaps, aged actions, process exceptions, and continuous improvement progress.

Team Leadership and Talent Development:

- Lead, coach, and develop a globally distributed team of team leads, engineers, analysts, and operations specialists across multiple shifts and domains.

- Own staffing plans, shift coverage, onboarding, training, performance expectations, development plans, succession planning, and quality accountability.

- Foster a culture of ownership, collaboration, operational discipline, customer focus, and continuous improvement.

- Partner with site leadership to monitor team engagement, morale, readiness, skill gaps, escalation behaviors, and adherence to operational standards.

Metrics, Reporting, and Continuous Improvement:

- Define, monitor, and report operational KPIs including availability, SLA adherence, alert volume, alert aging, MTTA/MTTR, escalation effectiveness, incident recurrence, job failure trends, change-related incidents, and runbook compliance.

- Prepare concise executive-level updates on operational health, incident trends, risk areas, improvement plans, staffing readiness, and service reliability.

- Use data to identify systemic issues, automation opportunities, process bottlenecks, and training needs.

- Partner with tool owners and engineering teams to improve dashboards, observability, event correlation, workflow automation, and operational intelligence.

Vendor and Stakeholder Management:

- Manage vendor engagement related to operations tools, monitoring platforms, job scheduling, infrastructure services, telecom platforms, and support escalations.

- Hold vendors and internal service teams accountable for service delivery, timely escalation, issue ownership, and contractual/service commitments.

- Serve as an operational bridge between senior leadership, infrastructure teams, application teams, security, service management, vendors, and site leadership.

- Support budget planning, resource planning, capacity needs, tool rationalization, and operational investment recommendations.

SKILL REQUIREMENTS/PREFERENCES:

Required Skills and Experience:

- 12+ years of progressive experience in IT infrastructure operations, technology operations, command center, NOC/SOC/AOC, service management, or related enterprise technology functions.

- 8+ years of people leadership experience, including leading managers, team leads, engineers, analysts, or shift-based operational teams in a 24x7 environment.

- Demonstrated experience managing global or multi-site operations with cross-functional responsibility for service reliability, monitoring, incident response, escalation, and executive communication.

- Strong working knowledge of ITIL/ITSM practices, including incident, major incident, problem, change, request, knowledge, and service level management.

- Experience with enterprise monitoring, observability, alerting, ITSM, and job scheduling platforms such as ServiceNow, Helix, Control-M, SolarWinds, Grafana, Splunk, Nagios, Zabbix, Datadog, AppDynamics, or equivalent tools.

- Working knowledge of Windows and Linux server operations, virtualization, cloud infrastructure, network fundamentals, firewalls, VPNs, SD-WAN, DNS/DHCP, telephony/VoIP, and application operations monitoring.

- Experience creating operational dashboards, performance reporting, service health reviews, incident trend analysis, and continuous improvement plans.

- Experience supporting audit, compliance, access control, SOX, control evidence, policy adherence, and operational governance processes.

- Strong vendor management, escalation management, service accountability, and stakeholder communication capabilities.

Preferred Technical Skills:

- Experience with hybrid cloud environments including Azure, Oracle Cloud, AWS, VMware vSphere, or similar enterprise platforms.

- Experience improving event management through alert rationalization, event correlation, automation, AIOps, or runbook orchestration.

- Familiarity with resiliency practices including disaster recovery, business continuity, capacity planning, lifecycle management, backup/recovery, high availability, and operational risk reduction.

- Familiarity with scripting or automation concepts using PowerShell, Python, Bash, API integrations, workflow automation, or infrastructure-as-code concepts.

- Experience leading transformation efforts that modernize command center operations, reduce toil, improve service health visibility, or improve incident response maturity.

Soft Skills and Abilities:

- Calm, composed leadership during high-pressure, business-impacting incidents.

- Clear, concise, and audience-appropriate communication for executives, technical teams, vendors, and business stakeholders.

- Ability to command and control incident bridges while maintaining accountability, urgency, and respectful collaboration.

- Strong judgment, prioritization, and decision-making when managing competing business, technical, and operational demands.

- Ability to translate technical issues into business impact, risk, service health, and actionable leadership updates.

- Coaching mindset with the ability to build trust, develop team leads, provide feedback, and reinforce standard work.

- High ownership and follow-through across open actions, recurring issues, audit items, staffing needs, and operational risks.

- Process discipline with the ability to standardize work, reduce ambiguity, document expectations, and drive consistent execution.

- Strong analytical capability with a focus on metrics, trend analysis, root cause thinking, and measurable improvement.

- Ability to influence across teams without direct authority and create alignment across geographically distributed stakeholders.

- Comfort operating in a fast-paced, global, shift-based environment where priorities may change quickly.

ADDITIONAL PREFERRED QUALIFICATIONS:

- ITIL 4 Foundation, ITIL Managing Professional, PMP, Lean Six Sigma, CISSP, CISM, Microsoft Azure, AWS, Linux, Cisco, VMware, ServiceNow, or equivalent certifications.

- Experience leading a global command center, NOC, SOC, AOC, infrastructure operations center, managed services operations, or enterprise service reliability function.

- Experience building or maturing operating models, RACI matrices, escalation frameworks, QA programs, knowledge management practices, or operational control points.

- Experience with financial services, payments, ATM, retail banking, regulated infrastructure, or other high-availability customer-impacting technology environments.

- Experience supporting business continuity, disaster recovery exercises, command center readiness testing, crisis management, or operational resilience programs.

- Experience managing cross-cultural teams, offshore/onshore delivery models, and vendor-supported services.

EDUCATION REQUIREMENTS:

- Bachelor's degree in Computer Science, Information Technology, Engineering, Business Technology, or a related discipline required, or equivalent combination of education and progressive enterprise IT operations experience.

- Master's degree in Information Systems, Technology Management, Business Administration, or related discipline preferred.

- Relevant professional certifications may be considered in combination with demonstrated leadership and enterprise technology operations experience.

WORK ENVIRONMENT AND EXPECTATIONS:

- Full-time role based in Mumbai, India with expectation to work from the office five days per week unless otherwise approved by leadership.

- Must be able to support a 24x7 global operations model, including rotational schedules, after-hours escalations, planned maintenance windows, and major incident response as business needs require.

- Must be comfortable working with global stakeholders across multiple time zones and supporting business-critical technology services.

Skills

IT Operations, ITIL, IT Infrastructure, Service Delivery