Mancer Consulting Services Looking for Head- Director Technology Command Center : Hyderabad or [...]

Mancer Consulting Services; Bengaluru; On-site; INR 15,00,000 - 35,00,000; Full time

Job summary

An established industry player is seeking a dynamic Technology Command Center Director to lead a critical team responsible for real-time monitoring and rapid response to technology incidents. This role involves managing a high-pressure environment, ensuring the seamless operation of technology services across multiple platforms, and driving strategic initiatives for continuous improvement. If you have a passion for technology operations and a track record of leadership, this is an exciting opportunity to shape the future of technology management in a major investment bank. Join a forward-thinking organization committed to excellence and innovation in technology operations.

Qualifications

• 10+ years in technology leadership with senior management experience.
• Expertise in command center operations and enterprise monitoring.

Responsibilities

• Lead and manage technology command center teams for 24x7 support.
• Drive initiatives for technology availability and process improvement.

Skills

Technology Strategic Leadership

Senior Management

Technology Operations

Command Center Management

Enterprise Monitoring

ITIL

Site Reliability Engineering Principles

Change Management

Education

Bachelor's Degree or Equivalent

Relevant Certifications (e.g., ITIL)

Tools

Automation Tools

Monitoring Tools

Job description

Leading Investment Bank is hiring for Head - Director Technology Command Center :: Hyderabad or Bangalore

About this role: The bank is seeking a Technology Command Center Director. The Technology Command Center team is responsible for real-time monitoring of all technology environments and mobilizing the response to service disruptions, incidents, and proactive mitigations. The Technology Command Center team works in close alignment with Enterprise Incident Management, Cyber Fusion Center, and all other command center teams. The team is transitioning to a follow-the-sun model to provide support 24×7, enabling the Always On vision. The Command Center manages, mitigates, and documents over 600 technology outage incidents per month, each with the potential to impact customers, Enterprise Availability, the reputation of the enterprise, and/or significant technology MBOs. The Command Center has oversight over 9 internal data centers, public cloud, SaaS, IaaS, and PaaS hosted services in support of approximately 6K applications. This intense and high-pressure environment requires tightly managed, efficient, and effective processes to maintain vigilant monitoring and rapid mitigation of issues impacting our most critical technology environments. Process procedures and evidence of effective functional area management are regularly scrutinized by Risk, Audit, and Regulator reviews. Performance must meet the highest standards of quality and professionalism.

In this role, you will:

1. Provide management direction and leadership of all technology command center teams either via direct line or through dotted line influence.
2. Manage and develop teams of individual contributors and command center managers in roles with moderate complexity and risk in Technology Operations.
3. Regularly interact with technical first responder teams including IT Operations, Mainframe Operations, Wholesale Service Level Management, Cyber Fusion Center, and Digital Channels.
4. Lead Service Operations support for public and private cloud, SaaS, IaaS, PaaS.
5. Regularly interact with senior managers and leaders concerning business process impact during large incidents.
6. Coordinate policy and procedures with BCP, Root Cause Analyst, and Service Level Management teams.
7. Engage and interact with line of business and technology leaders of Enterprise IT Process Technology Operations Management owners, managers, and subject matter experts.
8. Identify and recommend opportunities for technology operations process improvement and development.
9. Leverage metrics to support infrastructure associated with applications that are highly automated, latency-sensitive, client-facing, and internal applications consumed by the Business.
10. Drive key strategic initiatives associated with technology availability.
11. Work with IT risk management, compliance, and all lines of defense, including Audit, to ensure platform risks are proactively managed.
12. Institute controls in partnership with Operation Risks to ensure risk management is sustainable.
13. Manage the costs, demand, and resource capacity for the team resources, leveraging external resources as needed.
14. Determine appropriate strategy and actions of technology operations team to meet deliverables.
15. Interpret and develop policies and procedures.
16. Collaborate with and influence all levels of professionals, including more experienced managers.
17. Manage allocation of people and financial resources to ensure commitments are met and align with strategic objectives in technology operations.
18. Develop and guide a culture of talent development to meet business objectives and strategy.

Required Qualifications, International:

1. 10+ years of experience in Technology Strategic Leadership, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
2. 6+ years of Senior Management experience.

Desired Qualifications:

1. 18+ years of Technology Operations Experience and must have experience in managing Command Center.
2. Knowledge and understanding of Enterprise monitoring, observability, and automation.
3. Experience of driving large scale organizational change management initiatives.
4. Experience in Infrastructure and application production support.
5. ITIL and IT Service Management.
6. Understanding of Site Reliability Engineering Principles.

Job Expectations:

1. Lead IT Transformation for an ‘Always ON’ Production management.
2. Run day-to-day command center operations.
3. Drive Reliability Culture within the team.
4. Complex situation management capabilities.