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