Operations Command Manager – Shift Lead

Experience: 10 + Years

Role Summary
The Senior Operations Command Manager (OCM – L3) provides command, control, and governance for enterprise IT operations. The role leads major incident management, ensures service stability, and acts as the decision authority during high impact events, while maintaining strong stakeholder communication and operational discipline.

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Key Responsibilities

Major Incident & Crisis Management

• Lead Sev‑1 / Sev‑2 incidents end‑to‑end, ensuring rapid stabilization.
• Drive incident bridges, assign ownership, and enforce resolution timelines.
• Make time‑critical decisions to minimize business impact.
• Provide real‑time operational oversight across Network, Infrastructure, Cloud, EUC, Security, and Applications.
• Identify trends and early warning indicators to prevent service degradation.
• Ensure compliance with defined SLAs, OLAs, and KPIs.

Stakeholder & Executive Communication

• Deliver concise, business‑focused updates to senior stakeholders.
• Manage executive communications during outages and critical events.
• Ensure clarity, accuracy, and consistency in all incident communications. Change, Risk & Governance
• Correlate incidents with recent or ongoing changes.
• Enforce change controls, freeze windows, and risk mitigation measures.
• Support go/no‑go decisions for high‑risk deployments.

Problem, RCA & Continuous Improvement

• Govern Root Cause Analysis (RCA) quality and timeliness.
• Track corrective and preventive actions to closure.
• Drive continuous improvement to reduce repeat incidents.

Leadership & Mentorship

• Mentor ITCC engineers and junior OCMs.
• Act as escalation authority for operational and technical conflicts.
• Promote operational maturity and best practices.
• Strong Major Incident Management expertise
• Broad understanding of enterprise IT infrastructure
• Excellent decision‑making and stakeholder management skills
• ITIL v3/v4 certification (preferred)