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 closure Operational LeadershipShift/team oversight, accountability, and 24/7 readiness CommunicationConcise updates to executives, field teams, and partners Decision-MakingSound judgment with incomplete information and under time pressure Process DisciplineStrong SOPs, documentation, and continuous improvement Customer/Service FocusMinimizes impact on customers and internal stakeholders Technical 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.