Lead Engineer/ Manager (Command Centre Operations) - Central

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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