Position Overview The Command Center Manager oversees 24/7 operations of the command center, ensuring seamless coordination, real-time monitoring, incident response, and efficient resource allocation. This role serves as the central point of control for communications, systems monitoring, dispatch, and cross-functional coordination to maintain service continuity, meet operational targets, and resolve issues quickly.

Employment type: Full-time

Schedule: Management of 24/7 operations (may include on-call, shift oversight, or rotating coverage)

Key Responsibilities

- - Lead day-to-day command center operations, ensuring continuous coverage, clear escalation paths, and high service availability.
- Monitor critical systems, workflows, and live operations; detect issues early and drive rapid incident response and resolution.
- Coordinate communication across teams (operations, IT, customer-facing units) and act as the primary escalation point for incidents and problems.
- Plan, prioritize resources based on demand, capacity, priority, and real-time conditions.
- Manage staffing, scheduling, and performance of command center personnel; provide coaching, training, and shift leadership.
- Own and improve standard operating procedures (SOPs), runbooks, and incident playbooks for consistent, repeatable response.
- Oversee change-related operational readiness and support availability/capacity management to minimize disruption for ERS Process
- Track KPIs (response time, resolution time, uptime, customer impact) and deliver clear status updates to senior leadership.




- Partner with department heads to resolve customer or site complaints quickly and prevent recurrence.
- Drive continual improvement through post-incident reviews, root-cause analysis, and process automation/standardization.
- Perform other duties as assigned to support operational excellence.

Required Qualifications

- - Bachelor’s degree in engineering, Information Technology, Business, Operations Management, Logistics, or a related field (or equivalent practical experience).
- 3+ years of experience in command centre, control room, operations control, dispatch, or similar 24/7 operational environments.
- 2+ years in a supervisory or team leadership role.
- Proven experience in incident management, escalation handling, and cross-functional coordination under pressure.
- Strong working knowledge of operations monitoring tools, ticketing/incident systems, and relevant industry software.
- Excellent communication, decision-making, and stakeholder management skills.
- Ability to work flexible hours and support on-call or after-hours needs as required.
- Demonstrated ability to remain calm, prioritize effectively, and lead during high-volume or emergency situations.

Preferred Qualifications





- - Experience in the relevant industry context (e.g., IT/service operations, manufacturing/supply chain, logistics/dispatch, Automotive, or infrastructure).
- Familiarity with ITIL or formal service management frameworks.
- Experience with change management, availability/capacity management, and continual service improvement.
- Background in workforce scheduling, performance management, and SOP development.
- Data-driven approach: comfort with metrics, reporting, and basic analysis (dashboards, SQL, or similar a plus).
- Relevant certifications (e.g., ITIL, PMP, CompTIA Security+, or industry-specific credentials).

Core Competencies

AreaExpectations Incident & Problem ManagementRapid triage, transparent escalation, root-cause focus, and timely closureOperational LeadershipShift/team oversight, accountability, and 24/7 readinessCommunicationConcise updates to executives, field teams, and partnersDecision-MakingSound judgment with incomplete information and under time pressureProcess DisciplineStrong SOPs, documentation, and continuous improvementCustomer/Service FocusMinimizes impact on customers and internal stakeholdersTechnical AcumenUnderstands monitored systems and operational constraints enough to direct effective action

Working Conditions

- - Fast-paced control-room environment with multiple simultaneous information streams.
- May require evening, weekend, holiday, or on-call participation to maintain 24/7 capability.
- High accountability during incidents, peak demand, and cross-department coordination.

📌 Manager - Command Centre (Karnataka)
🏢 Bridgestone Americas
📍 Karnataka