Command Center Sr. Manager

Hammerjack Pty Ltd; Taguig; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a seasoned operations leader to manage technology operations, NOC, and IT service operations within a 24x7 environment. The role emphasizes incident and major incident management, collaboration with global stakeholders, and driving service reliability through ITSM processes.

You will coordinate across networking, compute, and infrastructure teams while mentoring leaders in a high-availability context.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline
• 7+ years in technology operations, NOC, or IT service operations
• Experience in 24x7, shift-based environments with incident escalation and service restoration
• Progressive people management experience including 3+ years managing managers or shift leads
• Proven Major Incident Management experience with senior operational oversight during disruptions
• Hands-on coordination across networking, compute, batch operations, and infrastructure
• Experience with ITSM processes: Incident, Major Incident, Change, and Problem Management
• Collaboration with onshore/global stakeholders in a Global Capability Center model
• Vendor/service-provider management including escalations and SLA issues
• Data-driven use of incident trends and performance metrics to drive improvements

Responsibilities

• Lead or oversee major incidents and provide senior operational oversight
• Coordinate across multiple technical domains to ensure service reliability
• Drive operational improvements using metrics and trends
• Collaborate with global stakeholders to align execution with enterprise standards

Skills

Technology operations

NOC

24x7 operations

Incident management

Vendor management

ITSM processes

Performance metrics

Education

Bachelor's degree in Computer Science/IT/Engineering

ITIL 4 Foundation

ITIL 4 Managing Professional

ISO/IEC 20000 Foundation

COBIT Foundation

Job description

Qualifications:

• A minimum of 7+ years of experience in technology operations, command center, NOC, or IT service operations
• environments supporting business-critical systems.
• Demonstrated experience working in 24x7 operations, including shift-based environments, incident escalation, and service restoration.
• Progressive people management experience, including 3+ years managing managers or shift leads, with
• accountability for performance, staffing, and leadership development.
• Proven experience in Major Incident Management, including leading or overseeing high-impact, cross-team incidents and providing senior operational oversight during service disruptions.
• Hands-on experience coordinating across multiple technical domains, such as networking, compute, batch operations, and infrastructure, in an operational leadership capacity.
• Experience working with ITSM processes, including Incident, Major Incident, Change, and Problem Management, in large-scale or enterprise environments.
• Demonstrated experience collaborating with onshore leadership or global stakeholders, particularly in a Global Capability Center model, to align execution with enterprise standards.
• Experience managing vendor and service provider interactions, including operational escalations and SLArelated issues.
• Strong track record of using operational metrics, incident trends, and performance data to identify risks and drive operational improvements.

Education, Degree, Course, and Certification

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline,

or equivalent combination of education and significant relevant operational experience.

Professional Certifications

• ITIL 4 Foundation (required)
• ITIL 4 Managing Professional (preferred for M4 and above)

Additional Relevant Certifications (Nice to Have)

• ISO/IEC 20000 Foundation
• COBIT Foundation (operational governance awareness)

Operations / Incident / Reliability

• Certified Major Incident Manager (where applicable)
• SRE Foundation or equivalent (conceptual understanding)

Leadership & Management

• People leadership or management certifications
• Coaching or operational leadership development programs