Duties & Responsibilities

• Leads a team of Command Center associates in daily workflow. Oversees Command Center day-to-day operations ensuring smooth functioning and adherence to established processes and procedures along with efficient use of resources and the reliability of deployed solutions. Supports the implementation of production changes for new and existing applications into the daily monitoring services provided by the Command Center.
• Monitor key performance indicators (KPI’s) to assess the performance to command center and make process and data-driven decisions for improvement.
• Implement best practices and standards to optimize operational efficiencies and customer satisfaction.
• Supports the development and maintenance of the enterprise-wide processes and strategies as defined by the organization and senior Command Center management
• Lead a team of command center staff, provide guidance, support, and mentorship to ensure high performance and employee engagement.
• Foster a culture of accountability, collaboration, and continuous improvement within the team.
• Establishes and monitors expectations to achieve company and department goals.
• Serves as a technical expert on Command Center Operations support for associates, senior management, and wider business unit. Address and resolves complex technical issues partnering with Incident and Problem Management.
• Prepare regular reports and presentations on command center setup and performance, vendor relationships, and insourcing initiatives for senior management review or as requested by management.