AVP – IT Command Centre | Driving Major Incident Resolution, Operational
Resilience & Enterprise Stability
The IT Command Centre AVP provides strategic leadership to ensure enterprise-wide production stability and service continuity. This role is accountable for managing major IT incidents, driving rapid resolution to minimize business impact, and overseeing critical incident response processes across complex environments. The AVP orchestrates 24/7 technical bridge operations, enforces governance for high-impact events and weekend changes, and conducts proactive health checks to maintain operational readiness. By establishing IT Service Management (ITSM) best practices, leveraging advanced ITSM tools, and leading cross-functional teams during high-pressure situations, the AVP strengthens operational resilience, safeguards service integrity, and ensures timely remediation of issues. Weekend shift availability is essential as part of scheduled coverage.
What You Will Be Responsible For
Major Incident Management
• Provide strategic oversight of critical IT disruptions.
• Drive rapid service restoration and minimize client impact.
• Prioritize reduction of Mean Time to Restore Service (MTRS) to uphold operational resilience.
• Lead continuous global support for lower-tier IT issues.
• Enable proactive resolution through real-time coordination and cross-functional engagement.
• Enhance system stability and reduce recurrence of incidents.
Daily Operational Health Check
• Conduct structured tri-daily reviews (Mon–Fri) with Application and Infrastructure teams.
• Assess system health, identify emerging risks, and ensure operational readiness across the enterprise.
Event & Hypercare Management
• Govern high-impact IT events end-to-end, including milestone tracking and escalation protocols.
• Monitor real-time performance during critical periods to ensure
📌 Command Center Operations Engineer, AVP (Bengaluru)
🏢 State Street
📍 Bengaluru
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