Manager - Command Center Operations

Qiddiya Investment Company is seeking an experienced and dynamic Manager - Command Center Operations to lead our command center team. In this pivotal role, you will be responsible for overseeing the day-to-day operations of the command center, ensuring that all systems and services are monitored efficiently and effectively to support our strategic objectives. You will play a crucial role in incident management, service coordination, and communication within our IT operations.

Your expertise will help optimize operational procedures and enhance service delivery, making sure that we respond swiftly and effectively to any incidents that may arise.

Key Responsibilities:

• Lead and manage command center operations, ensuring seamless monitoring of IT systems, applications, and services.
• Develop and implement incident management protocols to ensure rapid resolution of service disruptions.
• Coordination with technical teams to manage escalations and ensure timely responses to incidents.
• Analyze and report on operational performance metrics to improve efficiency and effectiveness.
• Facilitate communication between IT and business stakeholders during incidents and major outages.
• Stay updated on technological advancements and industry best practices to continually enhance command center operations.
• Train and mentor command center staff, fostering a proactive and service-oriented culture.
• Review and maintain documentation of procedures, configurations, and operational processes.
• Ensure compliance with internal policies and external regulations related to IT operations.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 5-7 years of experience in IT operations, command center management, or service delivery.
• Strong understanding of monitoring tools, incident response processes, and IT service management best practices.
• Excellent problem-solving skills and ability to make quick decisions under pressure.
• Strong leadership and communication skills to manage teams and interact with stakeholders.
• Experience with performance metrics and continuous improvement initiatives.
• ITIL certification or other relevant certifications are preferred.

Benefits

Comprehensive benefits package