Service Manager – Command Center Lead

Key Responsibilities

1. Leadership and Team Management

• Lead, mentor, and manage a team of ICC analysts and engineers, ensuring 24/7 coverage and high performance.
• Develop and implement training programs, shift schedules, and performance metrics for the ICC team.
• Foster a culture of proactive monitoring, rapid response, and continuous improvement within the command center.

2. Incident and Major Incident Management

• Serve as the Incident Commander for high-severity (P1/P2) infrastructure incidents, driving the technical bridge and communication process until resolution.
• Ensure strict adherence to ITIL principles, specifically Incident Management and Event Management processes.
• Oversee the rapid diagnosis, troubleshooting, and restoration of services following an outage, minimizing Mean Time To Restore (MTTR).

3. Operations and Monitoring

• Manage the operational use of monitoring tools (e.g., SolarWinds, Splunk, Dynatrace, etc.) to ensure comprehensive visibility into the health and performance of the IT estate.
• Define and refine alerts, dashboards, and correlation rules to proactively detect anomalies and potential service impacts.
• Coordinate with Level 2 and Level 3 support teams, Engineering, and Business stakeholders during critical incidents.

4. Reporting and Continuous Improvement

• Develop and present regular operational reports detailing incident volumes, trends, MTTR, false positive rates, and team performance to senior management.
• Lead or participate in Post-Incident Reviews (PIRs)/Root Cause Analysis (RCA) for major incidents, documenting findings and tracking follow-up actions to prevent recurrence.
• Identify opportunities for automation and process optimization within the ICC to improve efficiency and service quality.

Required Qualifications

• Experience: Minimum of 15+ years in a technical IT role, with at least 3 years in a leadership or senior role within an IT Operations Center (NOC) or Command Center environment.
• Technical Skills: Deep understanding of enterprise IT infrastructure components, including network, compute, storage, virtualization, cloud platforms (AWS, Azure, or GCP), and core applications.
• Methodology: Strong practical knowledge of the ITIL framework, particularly Incident, Event, and Problem Management. ITIL certification (e.g., ITIL v4 Foundation) is highly desirable.
• Leadership: Proven ability to remain calm and decisive under pressure during major incidents and effectively lead technical teams toward resolution.
• Communication: Excellent verbal and written communication skills, with the ability to clearly articulate complex technical issues to both technical staff and executive leadership.