The IT Command Center Officer ensures production stability and service continuity across the enterprise by managing critical IT incidents, coordinating technical bridges, and maintaining system health. This role requires strong IT Service Management (ITSM) knowledge, hands-on experience with ITSM tools, and proven expertise in managing major incidents in large-scale environments. Success in this position demands rapid decision-making, effective communication, and proactive collaboration with cross-functional teams to minimize business impact during disruptions. Weekend shift availability is mandatory, as the role includes working on weekends as part of the regular schedule. 

What you will be responsible for 

Major Incident Management 

• Provide strategic oversight of critical IT disruptions. 

• Drive rapid service restoration and minimize client impact. 

• Prioritize reduction of Mean Time to Restore Service (MTRS) to uphold operational resilience. 

24/7 Technical Bridge – Non-Major Incident Resolution 

• Lead continuous global support for lower-tier IT issues. 

• Enable proactive resolution through real-time coordination and cross-functional engagement. 

• Enhance system stability and reduce recurrence of incidents. 

Daily Operational Health Check 

• Conduct structured tri-daily reviews (Mon–Fri) with Application and Infrastructure teams. 

• Assess system health, identify emerging risks, and ensure operational readiness across the enterprise. 

Event & Hypercare Management 

• Govern high-impact IT events end-to-end, including milestone tracking and escalation protocols. 

• Monitor real-time performance during critical periods to ensure seamless execution and stability. 

• Maintain integrated communication channels for effective stakeholder engagement. 

Weekend Change Governance 

• Oversee weekend deployments with a focus on risk mitigation and operational stability. 

• Provide structured governance and coordination to safeguard service integrity during high-change windows. 

What we value 

These skills will help you succeed in this role: 

• Breadth of knowledge across infrastructure and application processes, areas, and technologies (Network, Security, Open Systems, Mainframe, Storage, Database, Middleware, Cloud, End User Computing, and Application) 

• Ability and aptitude to pick up new technologies and procedures 

• Strong communication skills (written, verbal and presentation).  

• Demonstrated ability to succinctly identify and summarize key findings to various stakeholders. 

• Ability to coordinate and communicate across multidisciplinary / multicultural teams across countries and regions 

• Proven analytical and problem-solving skills 

• Strong collaboration skills; ability to listen and understand without interruption and remain calm and composed, especially in stressful situations 

• Good stakeholder management, able to work well under pressure and deal with demanding stakeholders across the business 

Education & Preferred Qualifications 

• Bachelor’s degree in Computer Science or the equivalent field  

• Strong ITSM knowledge and experience: The resource should have a solid understanding of IT Service Management principles and hands-on experience with ITSM tools and processes. 

• Proven experience managing major incidents in large-scale enterprise environments. 

• Ability to work during weekends as per business needs.