Command Center and Service Management Lead

DXC Technology

1. Command Center Operations Oversight

• Oversee 24x7 operations of the Enterprise Command Center, ensuring end-to-end visibility of infrastructure, applications, and business transactions.
• Guide Command Center analysts to perform proactive event triage, correlation, and escalation following established SOPs.
• Intervene in critical situations to ensure swift containment, escalation, and restoration of services.
• Solve operational bottlenecks and coordination issues across technical and vendor teams.
• Ensure effective shift handovers, daily operations reports, and centralized dashboards for management visibility.

2. Incident & Problem Management (Oversight Role)

• Ensure consistent adherence to Incident and Problem Management frameworks across shifts.
• Oversee the Major Incident process, ensuring rapid engagement of resolver groups and timely communication to stakeholders.
• Intervene and guide incident managers during crisis events to ensure accurate impact analysis and prioritization.
• Validate the quality of Root Cause Analyses (RCAs) and confirm implementation of preventive actions.
• Review and report operational metrics such as MTTA, MTTR, and incident recurrence to leadership.

3. Change Management (Guidance Role)

• Oversee the organizational Change Management process to ensure effective planning, risk assessment, and communication.
• Chair or support CAB, DCAB, TCAB, Cyber -security CAB meetings to validate change readiness and Command Center visibility.
• Monitor and report all changes that may affect production services, ensuring synchronization with DR and release calendars.
• Guide teams to minimize change-related incidents through better testing and communication practices.

4. IT Asset Management (ITAM) Oversight

• Supervise IT Asset Management activities ensuring accuracy, traceability, and compliance throughout the asset lifecycle.
• Ensure synchronization between ITAM, CMDB, and monitoring systems to maintain an up-to-date operational picture.
• Oversee and validate license compliance, asset tagging, and configuration baselines for audits and service impact assessments.
• Report on asset utilization, lifecycle health, and gaps that may affect operational readiness.

5. Service Level Management

• Guide and ensure adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) across all services.
• Validate and report monthly service performance, uptime, and restoration metrics to management and stakeholders.
• Oversee tracking of SLA breaches, identify root causes, and guide service owners toward improvement actions.
• Ensure proactive monitoring and trending of performance indicators that could lead to potential SLA violations.
• Support Service Review Meetings with factual reports and recommendations for improvement.

6. Business Continuity & Disaster Recovery Alignment

• Ensure Command Center readiness for Disaster Recovery (DR) and Business Continuity (BCP) exercises.
• Coordinate DR scheduling and readiness reviews with application, infrastructure, and change teams.
• Oversee and report the Command Center s participation, ensuring accurate documentation of test results and lessons learned.
• Intervene during DR execution to ensure Command Center coordination, communication, and recovery validation.

7. Continuous Improvement & Automation Enablement

• Identify and recommend automation, AIops, and monitoring optimization opportunities to improve operational resilience.
• Guide teams in implementing alert reduction, predictive insights, and workflow automation initiatives.
• Review Command Center KPIs and report process gaps and efficiency improvements to management.
• Drive maturity initiatives in collaboration with platform and observability engineering teams.

8. Leadership, Coaching, and Stakeholder Engagement

• Lead and mentor Command Center staff to maintain a disciplined, high-performance operational culture.
• Oversee shift rosters, ensure skill matrix coverage, and promote cross-domain knowledge sharing.
• Intervene and guide in real-time operational escalations, ensuring the right experts are engaged.
• Report key events, incidents, and operational trends to IT leadership and business stakeholders.
• Act as the Command Center representative in CABs, Incident Review Boards, Service Review Meetings, and DR Steering Committees.