Command Center and Service Management Lead

Command Center Operations Oversight

Oversee 24x7 operations of the

Enterprise Command Center , ensuring end-to-end visibility of infrastructure, applications, and business transactions.

Guide Command Center analysts to perform proactive event triage, correlation, and escalation following established SOPs.

Intervene

in critical situations to ensure swift containment, escalation, and restoration of services.

Solve

operational bottlenecks and coordination issues across technical and vendor teams.

Ensure effective shift handovers, daily operations reports, and centralized dashboards for management visibility.

Incident & Problem Management (Oversight Role)

Ensure consistent adherence to

Incident and Problem Management

frameworks across shifts.

Oversee the

Major Incident process , ensuring rapid engagement of resolver groups and timely communication to stakeholders.

Intervene and guide

incident managers during crisis events to ensure accurate impact analysis and prioritization.

Validate the quality of

Root Cause Analyses (RCAs)

and confirm implementation of preventive actions.

Review and

report

operational metrics such as MTTA, MTTR, and incident recurrence to leadership.

Change Management (Guidance Role)

Oversee the organizational Change Management process to ensure effective planning, risk assessment, and communication.

Chair or support CAB, DCAB, TCAB, Cyber -security CAB meetings to validate change readiness and Command Center visibility.

Monitor and report all changes that may affect production services, ensuring synchronization with DR and release calendars.

Guide teams to minimize change-related incidents through better testing and communication practices.

IT Asset Management (ITAM) Oversight

Supervise IT Asset Management activities ensuring

accuracy, traceability, and compliance

throughout the asset lifecycle.

Ensure synchronization between

ITAM, CMDB, and monitoring systems

to maintain an up-to-date operational picture.

Oversee and validate

license compliance, asset tagging, and configuration baselines for audits and service impact assessments.

Report

on asset utilization, lifecycle health, and gaps that may affect operational readiness.

Service Level Management

Guide and ensure adherence to

Service Level Agreements (SLAs)

and

Operational Level Agreements (OLAs)

across all services.

Validate and

report

monthly service performance, uptime, and restoration metrics to management and stakeholders.

Oversee tracking of SLA breaches, identify root causes, and guide service owners toward improvement actions.

Ensure proactive monitoring and trending of performance indicators that could lead to potential SLA violations.

Support

Service Review Meetings

with factual reports and recommendations for improvement.

Business Continuity & Disaster Recovery Alignment

Ensure Command Center readiness for

Disaster Recovery (DR)

and

Business Continuity (BCP)

exercises.

Coordinate DR scheduling and readiness reviews with application, infrastructure, and change teams.

Oversee and report

the Command Center’s participation, ensuring accurate documentation of test results and lessons learned.

Intervene

during DR execution to ensure Command Center coordination, communication, and recovery validation.

Continuous Improvement & Automation Enablement

Identify and recommend

automation, AIops, and monitoring optimization

opportunities to improve operational resilience.

Guide teams in implementing alert reduction, predictive insights, and workflow automation initiatives.

Review Command Center KPIs and

report

process gaps and efficiency improvements to management.

Drive maturity initiatives in collaboration with platform and observability engineering teams.

Leadership, Coaching, and Stakeholder Engagement

Lead and

mentor

Command Center staff to maintain a disciplined, high-performance operational culture.

Oversee shift rosters, ensure skill matrix coverage, and promote cross-domain knowledge sharing.

Intervene and guide

in real-time operational escalations, ensuring the right experts are engaged.

Report

key events, incidents, and operational trends to IT leadership and business stakeholders.

Act as the Command Center representative in

CABs, Incident Review Boards, Service Review Meetings, and DR Steering Committees .

Skills and Experience Technical & Process Expertise

Minimum

10 years

of experience in IT Operations or Service Management, including

5 years in Command Center leadership .

Proven background guiding

Incident, Problem, Change, ITAM, and Service Level processes

under ITIL frameworks.

Experience with enterprise monitoring platforms (Elastic, Dynatrace, OpsBridge, SiteScope, SolarWinds, etc.).

Familiarity with

ITSM platforms (ServiceNow, Opentext Service Manager) , CMDB, and IT Asset Management tools.

Strong analytical and communication skills, capable of

intervening during crises

and

reporting objectively to management .

Exposure to

banking or highly regulated environments

preferred.

Certifications (Preferred)

ITIL v4 Managing Professional

ISO 22301 Lead Implementer / Auditor

ServiceNow Certified Process Owner

Elastic or Dynatrace Certified Professional

Behavioral Competencies

Strategic Oversight & Analytical Thinking

Calm, Structured Crisis Response

Objective Reporting & Decision Support

Leadership Through Guidance & Mentorship

Process Adherence & Intervention Discipline

Collaboration Across Teams and Vendors

Continuous Improvement Mindset

Company Culture At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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