Command Center Manager

Roles and responsibilities

Qiddiya Investment Company, a pioneering force in innovative real estate developments, is looking for a dedicated and strategic Manager - IT Command Center to join our dynamic team. In this critical role, you will be responsible for overseeing the IT Command Center operations, ensuring seamless monitoring, incident management, and service delivery for the organization. Your leadership will be key to enhancing our IT incident response and operational efficiency.

Responsibilities

• Supervise, guide, and support the team while ensuring they have the necessary resources to effectively monitor and address operational issues
• Manage staffing levels and shift schedules to provide continuous operational support around the clock
• Conduct regular performance evaluations, offering ongoing feedback and opportunities for professional development to team members
• Oversee the command center's response to critical incidents and outages, ensuring swift resolutions and effective communication with all affected teams
• Establish and uphold escalation protocols to guarantee that incidents are prioritized and resolved according to their severity
• Continuously evaluate and improve operational processes and procedures to enhance efficiency and reliability within the system
• Identify and introduce new monitoring tools and technologies to improve incident detection and response times
• Track and report on key performance indicators (KPIs), such as system uptime, incident response times, and root cause analyses of major outages
• Provide regular updates and performance analysis to senior management, presenting data-driven recommendations for enhancements

Desired candidate profile

Bachelor's degree in Information Technology, Computer Science, or a related field
6+ years of experience in IT operations, incident management, or service delivery roles
Strong understanding of ITSM Process and incident management processes
Command Center Operations Management
Oversee the day-to-day operations of the command center, ensuring it runs efficiently and effectively.
Manage monitoring systems, including network operations, security monitoring, and other systems critical to the organization’s operations.
Coordinate and ensure proper responses to incidents, disruptions, or emergencies, ensuring rapid resolution and minimal business impact.
Monitor critical infrastructure and systems for performance, anomalies, or security issues, acting quickly to address potential problems.
Incident Management and Response
Develop, implement, and maintain incident response procedures to address emergencies, such as system failures, cyber-attacks, or natural disasters.
Coordinate with internal teams (e.g., IT, security, operations) and external partners (e.g., vendors, emergency services) to resolve incidents effectively and efficiently.
Ensure incidents are tracked, documented, and resolved in a timely manner, with lessons learned incorporated into future strategies.
Communicate incident status, impact, and resolution timelines to senior leadership and relevant stakeholders.
Ensure the team is trained and equipped to handle a variety of incidents, from technical failures to security breaches.
Team Leadership and Coordination
Lead, train, and manage a team of command center operators and staff, ensuring they are equipped to monitor and respond to issues effectively.
Provide ongoing training and development opportunities for the team to stay current with tools, technology, and best practices.
Foster collaboration and communication among command center staff, technical teams, and management to ensure swift problem resolution and escalation when necessary.
Schedule shifts and ensure the command center is appropriately staffed 24/7, if required, for continuous monitoring and support.