We are seeking an experienced Command Center & Service Management Lead to oversee 24x7 enterprise Command Center operations and ensure the resilience, visibility, and continuity of critical IT services across infrastructure and applications.
This role provides operational leadership during major incidents, governs ITSM processes, and acts as the central escalation point for service stability.
Key Responsibilities
- Lead 24x7 Command Center operations, ensuring end-to-end service visibility
- Oversee Major Incident, Problem, and Change Management processes
- Intervene during critical incidents to ensure rapid restoration and stakeholder communication
- Ensure adherence to SLAs/OLAs and report service performance metrics (MTTA, MTTR)
- Oversee IT Asset Management and CMDB alignment for operational accuracy
- Coordinate Disaster Recovery and BCP exercises and Command Center readiness
- Drive automation, AIOps, and monitoring improvements
- Lead, mentor, and manage Command Center teams across shifts
- Represent the Command Center in CABs, Service Reviews, and DR forums
Skills & Experience
- 10+ years in IT Operations / Service Management, including 5+ years in Command Center leadership
- Strong experience across Incident, Problem, Change, ITAM, and Service Level Management (ITIL)
- Experience with enterprise monitoring tools (Dynatrace, Elastic, OpsBridge, SolarWinds)
- Hands-on experience with ITSM platforms (ServiceNow or OpenText)
- Strong crisis management, communication, and stakeholder engagement skills
- Experience in regulated environments is an advantage
Preferred Certifications
- ITIL v4 Managing Professional
- ISO 22301
- ServiceNow Process Owner
- Dynatrace / Elastic Certification
