Overview

The Senior Manager, Command Center is an operational leadership role responsible for executing and sustaining enterprise-wide service management processes while managing day-to-day command center operations. This position requires a hands-on leader capable of driving process consistency, managing escalations, and coordinating cross-functional teams to ensure reliable 24/7 service delivery across global time zones. The ideal candidate combines deep ITSM expertise with strong team leadership, serving as both a subject matter expert and an operational anchor for the command center function.

Responsibilities

Service Management Process Execution

• Implement and maintain the Common Process Framework (CPF) across incident, request, change, problem, knowledge management, and vulnerability reporting
• Enforce standardized processes, procedures, and documentation to ensure consistency and quality across all service management functions
• Support process adoption efforts through hands-on coaching, training facilitation, and team engagement
• Apply ITIL/ITSM best practices to day-to-day operations, ensuring alignment with the frameworks established by leadership
• Maintain and report on operational metrics, SLA compliance, and process health to drive continuous improvement

Command Center Operations

• Oversee Command Center operations during assigned shift coverage, ensuring consistent service delivery and team performance
• Manage escalations and major incidents end-to-end, including rapid response coordination, stakeholder communication, and timely resolution
• Act as an escalation point for complex technical issues and high-impact incidents affecting business operations
• Coordinate cross-functional teams during crisis situations to minimize business impact and restore services efficiently

Global Operations & Follow-the-Sun Model

• Ensure seamless shift hand-offs and communications between US and India-based teams, maintaining continuity across time zones
• Execute and optimize follow-the-sun operational procedures to provide uninterrupted 24/7 service coverage
• Maintain and update standard operating procedures for shift transitions, reducing gaps in service delivery
• Promote collaboration and knowledge sharing across geographically distributed team members

Team Development & Operational Improvement

• Lead, mentor, and develop a team of command center analysts and engineers, fostering a culture of accountability and service excellence
• Identify opportunities for automation, tooling improvements, and process efficiencies within the command center
• Collaborate with the Director and IT leadership to align team activities with broader organizational priorities
• Champion a customer-centric mindset and continuous improvement culture within the team

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field
• 15+ years of experience in IT service management, with at least 5 years in a team leadership or supervisory role
• Hands-on experience managing command center, NOC, or SOC operations in multi-time zone environments
• Proven track record of executing ITSM frameworks and driving process adoption at the team level
• Solid working knowledge of ITIL v3/v4 framework and IT service management best practices
• Practical understanding of incident, problem, change, request, and knowledge management workflows
• Experience with ITSM platforms such as Jira Service Management or similar tools
• Familiarity with vulnerability management concepts and security reporting practices
• Working knowledge of IT infrastructure, cloud technologies (AWS/Azure), and enterprise application environments

Certifications (Preferred)

• ITIL 4 Foundation or ITIL 4 Practitioner
• Certified Incident Handler (GCIH) or equivalent security certification
• Six Sigma or Lean Foundation certification