Command Center Manager

TENARAI TECHNOLOGIES PRIVATE LIMITED; Electronic City; Vor Ort; INR 2.500.000 - 4.200.000; Vollzeit

Zusammenfassung

Tenarai Technologies Private Limited in Bangalore is seeking a Command Centre Manager (8+ years) to own the 24/7 command centre end to end, including night shifts. This WFO role requires leading dispatch teams, managing rosters, SLAs, and incident escalation across three shifts.

You will partner with IT to drive tooling improvements, mentor dispatchers, and deliver daily and weekly reports to clients and SDMs.

Qualifikationen

• 12+ years in NOC, command centre or field-service dispatch supporting US clients.
• Has managed 247 multi-shift teams.
• SLA and workforce management.

Aufgaben

• Lead the command centre team across three shifts; own rosters, coverage and relief planning.
• Own dispatch SLAs and the work-order lifecycle.
• Govern L1 escalations; act as escalation authority for major incidents; Send daily and weekly operations reports to the SDM and client.
• Own SOPs, runbooks and shift-handover discipline.
• Hire, train, coach and retain dispatchers; own attrition risk and succession cover.
• Work with IT on tooling; drive continuous improvement.

Kenntnisse

NOC experience

Shift management

Escalation handling

Client communication (US)

Ausbildung

ITIL v4 Foundation

Six Sigma or process-improvement certification

Tools

Field Nation

WorkMarket

Jobbeschreibung

Title: Command Centre Manager (8+ Years only)

Note- This is WFO (all 5 days from Bangalore office icluding night shifts)

Job Description: Role purpose

Own the 247 command centre end to end people, dispatch performance and escalation across all three shifts.

Key responsibilities

• Lead the command centre team across three shifts; own rosters, coverage and relief planning.
• Own dispatch SLAs and the work-order lifecycle.
• Govern L1 escalations; act as escalation authority for major incidents
  Send daily and weekly operations reports to the SDM and client.
• Own SOPs, runbooks and shift-handover discipline.
• Hire, train, coach and retain dispatchers; own attrition risk and succession cover.
• Work with IT on tooling; drive continuous improvement.

Essential skills and experience

• 12+ years in NOC, command centre or field-service dispatch supporting US clients.
• Has managed 247 multi-shift teams.
• SLA and workforce management.
• Strong communication with US customers will present in monthly and quarterly reviews.

Desirable

• Data-centre or telecom field-services dispatch.
• Labor-marketplace dispatch (Field Nation / WorkMarket).
• ITIL v4 Foundation; Six Sigma or process-improvement certification.
• Has stood up a new command centre from scratch.