COMMAND CENTER SENIOR MANAGER – IT OPERATIONS / NOC

ATS CONSULTING SERVICES PH INC.; Taguig; On-site; PHP 2,500,000 - 3,800,000; Full time

Job summary

ATS CONSULTING SERVICES PH INC. seeks a seasoned IT Operations leader to run a 24x7 Command Center, covering NOC, compute operations, and major incident management.

You will manage managers and shift leads, coordinate across global teams, and ensure operational governance in a large enterprise setting. The role requires leadership of incident response, problem management, and service restoration efforts, with a focus on automation, metrics, and continuous improvement.

Qualifications

• 7+ years of IT Operations experience in 24x7 environments.
• Proven experience in managing managers, shift leads, or senior operations leaders.
• Strong knowledge of ITSM processes including Incident, Change, and Problem Management.

Responsibilities

• Lead 24x7 Command Center, NOC, Compute Operations, and Major Incident Management across multiple shifts.
• Mentor and develop Shift Operations Managers to ensure accountability and leadership performance.
• Act as senior escalation point and Incident Commander during high-impact IT incidents including Sev-1 outages.

Skills

IT Operations

NOC

Incident Management

ITIL

Leadership

Vendor Management

Executive Reporting

Global Stakeholders

Education

Bachelor's degree in Computer Science or related field

ITIL Foundation certification

Tools

ITSM tools

Job description

COMMAND CENTER SENIOR MANAGER – IT OPERATIONS / NOC

Industry: Large-Scale Enterprise / Retail & Consumer Technology

We are looking for a seasoned IT Operations leader to manage a 24x7 Command Center environment covering Network Operations Center (NOC), Compute Operations, Major Incident Management, service restoration, and operational governance.

This is a senior leadership role for someone who is experienced in managing managers or shift leads, leading major IT incidents, coordinating multiple technology teams, and working with global stakeholders in a large enterprise environment.

KEY RESPONSIBILITIES

• Lead 24x7 Command Center, NOC, Compute Operations, and Major Incident Management activities across multiple shifts.
• Manage and develop Shift Operations Managers, ensuring strong operational discipline, accountability, staffing, and leadership performance.
• Act as the senior escalation point and Incident Commander during high-impact and business-critical IT incidents, including Sev-1 outages.
• Lead Major Incident Management and coordinate Network, Compute, Infrastructure, Engineering, ITSM, and other technology teams during service disruptions.
• Ensure effective Incident, Major Incident, Change, and Problem Management processes in accordance with ITIL practices.
• Oversee monitoring, alerting, service restoration, operational readiness, and service continuity.
• Manage vendor and service provider escalations, SLA performance, and operational issues.
• Analyze incident trends, operational metrics, risks, capacity gaps, and service performance to drive continuous improvement.
• Partner with global/onshore stakeholders and senior leadership to align operational execution with enterprise standards.
• Prepare executive-level operational reports, performance reviews, risk assessments, and improvement roadmaps.
• Drive automation, proactive monitoring, operational efficiency, and continuous improvement initiatives.
• Manage Command Center staffing, resource planning, and operational budget.

QUALIFICATIONS

• 7+ years of experience in IT Operations, Command Center, NOC, Service Operations, Infrastructure Operations, or related technology operations.
• 3+ years of experience managing managers, Shift Managers, Operations Managers, or Shift Leads.
• Strong experience in 24x7 operations, shift-based environments, incident escalation, and service restoration.
• Proven experience in Major Incident Management and leading high-impact IT incidents or Sev-1 outages.
• Experience coordinating across multiple technology domains including Network, Compute, Infrastructure, Batch Operations, or Cloud Operations.
• Strong knowledge of ITSM processes including Incident, Major Incident, Change, and Problem Management.
• Experience working with global stakeholders, offshore/onshore teams, or Global Capability Center (GCC) environments.
• Experience managing IT vendors, service providers, escalations, and SLA performance.
• Strong operational reporting, data analysis, risk management, and continuous improvement experience.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
• ITIL 4 Foundation certification is required.
• ITIL 4 Managing Professional, SRE, COBIT, ISO/IEC 20000, or Major Incident Management certification is an advantage.

PREFERRED INDUSTRY EXPERIENCE

Candidates with experience supporting business-critical technology environments in Retail, E-commerce, Consumer Technology, Banking/Financial Services, Telecommunications, BPO, Logistics, or other high-volume enterprise environments are highly preferred.