Job Description

Skills:
Operations Command Center, Service Desk, MTTR, ITIL, operations management, Command center, Service-Level Agreements (SLA), Key Performance Indicators,

Job Title: 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

Intrested Candidates share the below mandatory details

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Expected Salary

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