Director Command Center at GLOBAL SOFTWARE LLC D/B/A INSIGHTSOFTWARE.COM

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

22 Mar, 26

Salary

0.0

Posted On

22 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, Incident Management, Change Management, Problem Management, Knowledge Management, Metrics Reporting, ITIL, Process Improvement, Command Center Operations, Crisis Management, Automation, Stakeholder Engagement, Cross-Functional Coordination, Cultural Change, Vulnerability Management, Cloud Technologies

Industry

Software Development

Description

Job Description Overview The Director, Command Center is a strategic leadership role responsible for establishing and maintaining enterprise-wide service management frameworks while overseeing global command center operations. This position requires a seasoned professional who can balance strategic process development with tactical operational oversight, ensuring seamless 24/7 service delivery across multiple time zones. The ideal candidate will serve as the architect of service management excellence while providing hands-on leadership during critical incidents and escalations. Responsibilities Define, implement, and continuously improve the Common Process Framework (CPF) encompassing incident management, request management, change management, problem management, knowledge management, and metrics/vulnerability reporting Establish standardized processes, procedures, and documentation that ensure consistency and quality across all service management functions Drive process adoption and maturity across the organization through training, communication, and stakeholder engagement Maintain alignment with industry best practices (ITIL, ITSM) while adapting frameworks to meet specific organizational needs Create and maintain comprehensive metrics and reporting structures to measure process effectiveness and drive continuous improvement Provide direct oversight and management of Command Center operations during IST (Indian Standard Time) hours Lead the management of escalations and major incidents, ensuring rapid response, effective communication, and timely resolution Serve as the escalation point for complex technical issues and high-impact incidents affecting business operations Coordinate cross-functional teams during crisis situations to minimize business impact and restore services Ensure seamless hand-offs and communication between US and India-based managers and teams Facilitate and optimize the "follow-the-sun" operational model to provide continuous 24/7 coverage Develop and maintain standard operating procedures for shift transitions, ensuring no gaps in service delivery Foster collaboration and knowledge sharing across geographically distributed teams Monitor and improve communication protocols to ensure consistency in service delivery across all time zones Develop and execute strategic roadmaps for Command Center capabilities and service management maturity Identify opportunities for automation, tooling enhancements, and process optimization Collaborate with IT leadership to align Command Center operations with broader organizational objectives Drive cultural change initiatives to promote service excellence and customer-centric mindset Qualifications Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field 8+ years of experience in IT service management with at least 5 years in leadership roles Proven experience managing command center, NOC, or SOC operations in global, multi-time zone environments Demonstrated success in developing and implementing ITSM frameworks and processes Expert knowledge of ITIL v3/v4 framework and IT service management best practices Deep understanding of incident, problem, change, request, and knowledge management processes Experience with ITSM platforms (Jira Service Management, or similar) Strong understanding of vulnerability management and security reporting frameworks Familiarity with IT infrastructure, cloud technologies, and enterprise application environments Certifications (Preferred) ITIL Expert or ITIL 4 Managing Professional Certified Incident Handler (GCIH) or similar security certifications Six Sigma or Lean certification Additional Information All your information will be kept confidential according to EEO guidelines. ** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. ** insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com) Background checks are required for employment with insightsoftware, where permitted by country, state/province. At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

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Responsibilities

The Director, Command Center is responsible for establishing and maintaining service management frameworks while overseeing global command center operations. This includes managing escalations and major incidents, ensuring effective communication, and driving process adoption across the organization.