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., Solar Winds, 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.