Command Center and Service Management Lead

Job DescriptionKey Responsibilities Command Center Operations OversightOversee 24x7 operations of the Enterprise Command Center, ensuring end-to-end visibility of infrastructure, applications, and business transactionsGuide Command Center analysts to perform proactive event triage, correlation, and escalation following established SOPsIntervene in critical situations to ensure swift containment, escalation, and restoration of servicesSolve operational bottlenecks and coordination issues across technical and vendor teamsEnsure 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 shiftsOversee the Major Incident process, ensuring rapid engagement of resolver groups and timely communication to stakeholdersIntervene and guide incident managers during crisis events to ensure accurate impact analysis and prioritizationValidate the quality of Root Cause Analyses (RCAs) and confirm implementation of preventive actionsReview 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 communicationChair or support CAB, DCAB, TCAB, Cyber -security CAB meetings to validate change readiness and Command Center visibilityMonitor and report all changes that may affect production services, ensuring synchronization with DR and release calendarsGuide teams to minimize change-related incidents through better testing and communication practices IT Asset Management (ITAM) OversightSupervise IT Asset Management activities ensuring accuracy, traceability, and compliance throughout the asset lifecycleEnsure synchronization between ITAM, CMDB, and monitoring systems to maintain an up-to-date operational pictureOversee and validate license compliance, asset tagging, and configuration baselines for audits and service impact assessmentsReport on asset utilization, lifecycle health, and gaps that may affect operational readiness Service Level ManagementGuide and ensure adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) across all servicesValidate and report monthly service performance, uptime, and restoration metrics to management and stakeholdersOversee tracking of SLA breaches, identify root causes, and guide service owners toward improvement actionsEnsure proactive monitoring and trending of performance indicators that could lead to potential SLA violationsSupport Service Review Meetings with factual reports and recommendations for improvement Business Continuity & Disaster Recovery AlignmentEnsure Command Center readiness for Disaster Recovery (DR) and Business Continuity (BCP) exercisesCoordinate DR scheduling and readiness reviews with application, infrastructure, and change teamsOversee and report the Command Center’s participation, ensuring accurate documentation of test results and lessons learnedIntervene during DR execution to ensure Command Center coordination, communication, and recovery validation Continuous Improvement & Automation EnablementIdentify and recommend automation, AIops, and monitoring optimization opportunities to improve operational resilienceGuide teams in implementing alert reduction, predictive insights, and workflow automation initiativesReview Command Center KPIs and report process gaps and efficiency improvements to managementDrive maturity initiatives in collaboration with platform and observability engineering teams Leadership, Coaching, and Stakeholder EngagementLead and mentor Command Center staff to maintain a disciplined, high-performance operational cultureOversee shift rosters, ensure skill matrix coverage, and promote cross-domain knowledge sharingIntervene and guide in real-time operational escalations, ensuring the right experts are engagedReport key events, incidents, and operational trends to IT leadership and business stakeholdersAct as the Command Center representative in CABs, Incident Review Boards, Service Review Meetings, and DR Steering CommitteesSkills And ExperienceTechnical & Process ExpertiseMinimum 10 years of experience in IT Operations or Service Management, including 5 years in Command Center leadershipProven background guiding Incident, Problem, Change, ITAM, and Service Level processes under ITIL frameworksExperience with enterprise monitoring platforms (Elastic, Dynatrace, OpsBridge, SiteScope, SolarWinds, etc.)Familiarity with ITSM platforms (ServiceNow, Opentext Service Manager), CMDB, and IT Asset Management toolsStrong analytical and communication skills, capable of intervening during crises and reporting objectively to managementExposure to banking or highly regulated environments preferredCertifications (Preferred)ITIL v4 Managing ProfessionalISO 22301 Lead Implementer / AuditorServiceNow Certified Process OwnerElastic or Dynatrace Certified ProfessionalBehavioral CompetenciesStrategic Oversight & Analytical ThinkingCalm, Structured Crisis ResponseObjective Reporting & Decision SupportLeadership Through Guidance & MentorshipProcess Adherence & Intervention DisciplineCollaboration Across Teams and VendorsContinuous Improvement MindsetAt 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.Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.