Lead Engineer/ Manager (Command Centre Operations) - Central

Date: 10 Oct 2024

Location: SG

Company: Synapxe

Position Overview

The Command Centre Operations Manager is responsible for overseeing the daily operations of the Command Centre, ensuring high-quality service delivery and process standardization across all services. This role requires a strong leader adept in stakeholder engagement, vendor management, and the effective operation of a Command Centre. The ideal candidate will have a proven background in IT operations management, incident management, and ITIL best practices, with experience in guiding teams in a high-demand, 24/7 environment.

Role & Responsibilities

Command Centre Leadership:

  • Oversee the day-to-day operations of the Command Centre, ensuring that SLAs and business requirements are consistently met.
  • Lead the team in managing a 24/7 Command Centre, including weekends and public holidays.

Stakeholder & Vendor Management:

  • Collaborate with various contractors, both local and international, to meet SLAs and align with business needs.
  • Maintain strong relationships with stakeholders, providing timely updates, and managing escalations when required.

Team Coaching & Development:

  • Mentor and coach team leaders, promoting best practices for Command Centre operations.
  • Foster a collaborative, agile, and results-driven team culture.

Process Improvement & Standardization:

  • Proactively identify areas for operational improvement, implementing strategies to enhance efficiency and performance.
  • Standardize and maintain operational processes and governance, ensuring SOPs, checklists, escalation matrix, and contact lists are current and accessible.

Incident & Problem Management:

  • Implement ITIL best practices for incident, problem, and change management to ensure smooth Command Centre operations.
  • Ensure timely reporting and resolution of incidents, maintaining minimal disruption to business operations.

Requirements

Experience:

  • Minimum of 8 years of experience in IT, with 3 years in vendor and outsourcing management.
  • At least 3 years leading a Command Centre team of 10+ members in a 24/7 operational environment.
  • At least 3 years of hands-on experience in incident management.

Skills & Certifications:

  • Strong expertise in stakeholder and vendor management.
  • Familiarity with IT infrastructure and ITIL best practices, including incident, problem, and change management.
  • ITIL v3 Foundation Certification (minimum required).
  • Excellent organizational, communication, and prioritization skills in a fast-paced, demanding environment.

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