• Operational Management : Oversee 24/7 monitoring, implement best practices, and ensure timely incident detection and resolution.
• Team Leadership: Manage, mentor, and align command center staff with organizational goals while ensuring adequate staffing.
• Incident Response & Management : Manage incident handling, prioritize resolutions within SLAs, and conduct post-incident reviews.
• Communication & Reporting : Act as the main contact during incidents, prepare performance reports, and maintain stakeholder communication.
• Process Optimization : Identify and implement operational improvements to enhance efficiency and system reliability.
• Technology & Tools Enhancement : Evaluate and recommend tools to optimize command center functions and performance monitoring.
• Compliance & Security : Ensure adherence to security protocols, regulatory policies, and organizational data protection standards.
• Cross-Functional Collaboration: Work with IT teams, senior management, and external partners to enhance service continuity and effectiveness.
• Industry & Best Practices Awareness : Stay updated on trends and technologies to drive continuous improvement in operations.