Manager - Command Centre

Position Overview

The Command Center Manager oversees 24/7 operations of the command center, ensuring seamless coordination, real-time monitoring, incident response, and efficient resource allocation. This role serves as the central point of control for communications, systems monitoring, dispatch, and cross-functional coordination to maintain service continuity, meet operational targets, and resolve issues quickly.

Employment type: Full-time

Schedule: Management of 24/7 operations (may include on-call, shift oversight, or rotating coverage)

Key Responsibilities

• Lead day-to-day command center operations, ensuring continuous coverage, clear escalation paths, and high service availability.
• Monitor critical systems, workflows, and live operations; detect issues early and drive rapid incident response and resolution.
• Coordinate communication across teams (operations, IT, customer-facing units) and act as the primary escalation point for incidents and problems.
• Plan, prioritize resources based on demand, capacity, priority, and real-time conditions.
• Manage staffing, scheduling, and performance of command center personnel; provide coaching, training, and shift leadership.
• Own and improve standard operating procedures (SOPs), runbooks, and incident playbooks for consistent, repeatable response.
• Oversee change-related operational readiness and support availability/capacity management to minimize disruption for ERS Process
• Track KPIs (response time, resolution time, uptime, customer impact) and deliver clear status updates to senior leadership.
• Partner with department heads to resolve customer or site complaints quickly and prevent recurrence.
• Drive continual improvement through post-incident reviews, root-cause analysis, and process automation/standardization.
• Perform other duties as assigned to support operational excellence.
  

Required Qualifications

• Bachelor's degree in engineering, Information Technology, Business, Operations Management, Logistics, or a related field (or equivalent practical experience).
• 3+ years of experience in command centre, control room, operations control, dispatch, or similar 24/7 operational environments.
• 2+ years in a supervisory or team leadership role.
• Proven experience in incident management, escalation handling, and cross-functional coordination under pressure.
• Strong working knowledge of operations monitoring tools, ticketing/incident systems, and relevant industry software.
• Excellent communication, decision-making, and stakeholder management skills.
• Ability to work flexible hours and support on-call or after-hours needs as required.
• Demonstrated ability to remain calm, prioritize effectively, and lead during high-volume or emergency situations.
  

Preferred Qualifications

• Experience in the relevant industry context (e.g., IT/service operations, manufacturing/supply chain, logistics/dispatch, Automotive, or infrastructure).
• Familiarity with ITIL or formal service management frameworks.
• Experience with change management, availability/capacity management, and continual service improvement.
• Background in workforce scheduling, performance management, and SOP development.
• Data-driven approach: comfort with metrics, reporting, and basic analysis (dashboards, SQL, or similar a plus).
• Relevant certifications (e.g., ITIL, PMP, CompTIA Security+, or industry-specific credentials).
  

Core Competencies

AreaExpectations

Incident & Problem ManagementRapid triage, clear escalation, root-cause focus, and timely closureOperational LeadershipShift/team oversight, accountability, and 24/7 readinessCommunicationConcise updates to executives, field teams, and partnersDecision-MakingSound judgment with incomplete information and under time pressureProcess DisciplineStrong SOPs, documentation, and continuous improvementCustomer/Service FocusMinimizes impact on customers and internal stakeholdersTechnical AcumenUnderstands monitored systems and operational constraints enough to direct effective action

Working Conditions

• Fast-paced control-room environment with multiple simultaneous information streams.
• May require evening, weekend, holiday, or on-call participation to maintain 24/7 capability.
• High accountability during incidents, peak demand, and cross-department coordination.