Command Center and Service Management Lead

Company: DXC Technology –

WebSite: Riyadh, Saudi Arabia

Job Description:**Job Description**

**Summary:**

This position is responsible for the comprehensive oversight and management of the Enterprise Command Center, ensuring the continuous availability, performance, and security of critical IT infrastructure, applications, and business transactions. The role encompasses leadership and guidance in Incident, Problem, Change, IT Asset, and Service Level Management, coupled with proactive engagement in Business Continuity and Disaster Recovery planning. The ideal candidate will possess extensive IT Operations and Service Management experience, strong leadership skills, and a commitment to continuous improvement.

**Key Responsibilities:**

* **Command Center Operations Oversight:** Direct and manage the 24×7 operations of the Enterprise Command Center, ensuring end-to-end visibility of infrastructure, applications, and business transactions. Provide guidance to Command Center analysts in proactive event triage, correlation, and escalation, adhering to established Standard Operating Procedures (SOPs). Intervene in critical situations to facilitate swift containment, escalation, and restoration of services. Resolve operational bottlenecks and coordination issues across technical and vendor teams. Ensure effective shift handovers, the generation of daily operations reports, and the maintenance of centralized dashboards for management visibility.
* **Incident & Problem Management (Oversight Role):** Ensure consistent adherence to Incident and Problem Management frameworks across all 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 the implementation of preventive actions. Review and report operational metrics such as Mean Time to Acknowledge (MTTA), Mean Time to Resolve (MTTR), and incident recurrence to leadership.
* **Change Management (Guidance Role):** Oversee the organizational Change Management process to ensure effective planning, risk assessment, and communication. Chair or support Change Advisory Board (CAB), Data Center Change Advisory Board (DCAB), Technical Change Advisory Board (TCAB), and Cybersecurity Change Advisory Board meetings to validate change readiness and Command Center visibility. Monitor and report all changes that may affect production services, ensuring synchronization with Disaster Recovery (DR) and release calendars. Guide teams in minimizing change-related incidents through improved testing and communication practices.
* **IT Asset Management (ITAM) Oversight:** Supervise IT Asset Management activities, ensuring accuracy, traceability, and compliance throughout the asset lifecycle. Ensure synchronization between ITAM, Configuration Management Database (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.
* **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 the 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.
* **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 on 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.
* **Continuous Improvement & Automation Enablement:** Identify and recommend automation, Artificial Intelligence for IT Operations (AIops), and monitoring optimization opportunities to improve operational resilience. Guide teams in implementing alert reduction, predictive insights, and workflow automation initiatives. Review Command Center Key Performance Indicators (KPIs) and report process gaps and efficiency improvements to management. Drive maturity initiatives in collaboration with platform and observability engineering teams.
* **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. Serve as the Command Center representative in CABs, Incident Review Boards, Service Review Meetings, and DR Steering Committees.

**Skills and Experience:**

* **Technical & Process Expertise:** A minimum of ten years of experience in IT Operations or Service Management, including five years in Command Center leadership is required. A proven background in guiding Incident, Problem, Change, ITAM, and Service Level processes under ITIL frameworks is also essential. Experience with enterprise monitoring platforms (e.g., Elastic, Dynatrace, OpsBridge, SiteScope, SolarWinds) and familiarity with ITSM platforms (e.g., ServiceNow, Opentext Service Manager), CMDB, and IT Asset Management tools are necessary. Strong analytical and communication skills, with the ability to intervene during crises and report objectively to management, are crucial. Exposure to banking or highly regulated environments is preferred.
* **Certifications (Preferred):** ITIL v4 Managing Professional certification is highly desirable. ISO 22301 Lead Implementer/Auditor and ServiceNow Certified Process Owner certifications are also beneficial. Elastic or Dynatrace Certified Professional certifications are a plus.
* **Behavioral Competencies:** Strategic oversight and analytical thinking skills are essential. The ability to maintain a calm and structured crisis response is crucial. Objective reporting and decision support skills are necessary. Leadership through guidance and mentorship is highly valued. Process adherence and intervention discipline are required. Collaboration across teams and vendors is vital. A continuous improvement mindset is essential for success in this role.

**Note:** DXC Technology is an equal opportunity employer committed to fostering an inclusive environment. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. More information on employment scams is available here.

Skills: