Note- This is WFO (all 5 days from Bangalore office icluding night shifts)
Job Description: Role purpose
Own the 247 command centre end to end people, dispatch performance and escalation across all three shifts.
Key responsibilities
- Lead the command centre team across three shifts; own rosters, coverage and relief planning.
- Own dispatch SLAs and the work-order lifecycle.
- Govern L1 escalations; act as escalation authority for major incidents
Send daily and weekly operations reports to the SDM and client.
- Own SOPs, runbooks and shift-handover discipline.
- Hire, train, coach and retain dispatchers; own attrition risk and succession cover.
- Work with IT on tooling; drive continuous improvement.
Essential skills and experience
- 12+ years in NOC, command centre or field-service dispatch supporting US clients.
- Has managed 247 multi-shift teams.
- SLA and workforce management.
- Strong communication with US customers will present in monthly and quarterly reviews.
Desirable
- Data-centre or telecom field-services dispatch.
- Labor-marketplace dispatch (Field Nation / WorkMarket).
- ITIL v4 Foundation; Six Sigma or process-improvement certification.
- Has stood up a recent command centre from scratch.