Job Summary
A Command Center Lead directs 24x7x365 watch-floor operations, acting as the primary point of accountability for real-time situational awareness, incident lifecycle management, and major incident resolution. They orchestrate cross-functional teams, enforce standard operating procedures (SOPs), and manage critical stakeholder communications. Experience in People management, Conflict management, Situation management, Infrastructure services Operations.. Core Operational Leadership Incident Management: Lead and chair major incident investigation activities, conference calls, and bridge lines to restore service via workarounds or permanent fixes. Matrix Management: Provide direction across personnel, internal processes, IT resources, and third-party vendors. Resolve conflicts to drive progress to resolution. SOP Compliance: Ensure watch-floor operations adhere to strict organizational protocols, SLAs, and compliance frameworks. Monitoring & Intelligence Integration System Surveillance: Oversee the continuous monitoring of network devices, telecom links, and infrastructure via NMS tools Threat & Event Tracking: Coordinate cyber incident response, threat monitoring, and operational reporting. Escalation Management: Form collaborative action plans with clear task assignments, owners, and strict deadlines. Communication & Reporting Stakeholder Management: Leverage communication technology to issue notifications and executive summaries to key stakeholders. Metrics & Reviews: Maintain administration logs, produce periodic major incident metrics reports, and facilitate post-major incident reviews. Ticket Audits, Stack Ranking, KT Session and more… epende
Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
Skill Requirements
Core Operational Leadership
- Incident Management: Lead and chair major incident investigation activities, conference calls, and bridge lines to restore service via workarounds or permanent fixes.
- Matrix Management: Provide direction across personnel, internal processes, IT resources, and third-party vendors. Resolve conflicts to drive progress to resolution.
- SOP Compliance: Ensure watch-floor operations adhere to strict organizational protocols, SLAs, and compliance frameworks.
Monitoring & Intelligence Integration
- System Surveillance: Oversee the continuous monitoring of network devices, telecom links, and infrastructure via NMS tools
- Threat & Event Tracking: Coordinate cyber incident response, threat monitoring, and operational reporting.
- Escalation Management: Form collaborative action plans with clear task assignments, owners, and strict deadlines.
Communication & Reporting
- Stakeholder Management: Leverage communication technology to issue notifications and executive summaries to key stakeholders.
- Metrics & Reviews: Maintain administration logs, produce periodic major incident metrics reports, and facilitate post-major incident reviews. Ticket Audits, Stack Ranking, KT Session and more…
Integrated Command center lead