Global Command Center Operations Senior Manager

Job description

About NCR Atleos NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. POSITION SUMMARY The Global Command Center Operations Manager is responsible for leading the 24x7 Global Command Center responsible for monitoring, event correlation, incident response, escalation coordination, operational communications, and service reliability across critical infrastructure, applications, networks, job scheduling, and telephony services. This role provides operational leadership for geographically distributed teams and ensures that Command Center functions consistently meet availability, resiliency, compliance, and service management expectations. The successful candidate will be a hands-on, metrics-driven operations leader with strong ITIL/ITSM discipline, deep infrastructure operations awareness, and the ability to translate technical events into clear executive-level business impact. This leader will drive process maturity, automation, alert quality, stakeholder alignment, and continuous improvement across global operations while maintaining a high-accountability and service-focused team culture. ROLE AND RESPONSIBILITIES Operational Leadership and Service Reliability • Lead day-to-day and shift-based 24x7 Global Command Center operations across monitoring, triage, escalation, incident communications, and operational coordination. • Oversee functional coverage for server operations monitoring, network operations monitoring, application operations monitoring, lab operations monitoring, Helix/Control-M job scheduling, Windows and Linux L2 support, and Genesys/IP telephony operations. • Ensure adherence to SLAs, OLAs, uptime expectations, alert response targets, escalation procedures, and operational performance metrics. • Drive proactive monitoring, event correlation, alert tuning, runbook quality, and automation to reduce noise, improve response times, and minimize manual intervention. • Maintain operational readiness for high-severity events, business-impacting incidents, planned maintenance windows, and critical change activity. Incident, Problem, and Change Management • Lead Command Center participation in major incidents by coordinating bridge engagement, ensuring role clarity, maintaining focus on service restoration, and escalating to appropriate technical and leadership teams. • Partner with Major Incident Management, Problem Management, Change Management, infrastructure, application, security, and vendor teams to support fast restoration and durable corrective actions. • Review incident trends, recurring alerts, failed jobs, chronic infrastructure events, and escalation patterns to identify improvement opportunities. • Support post-incident reviews, root cause analysis, known error documentation, corrective/preventive action tracking, and lessons-learned adoption. • Ensure Command Center teams follow approved change, incident, problem, access, and communication processes. Governance, Compliance, and Audit Readiness • Create, maintain, and enforce SOPs, technical runbooks, escalation matrices, knowledge articles, operational checklists, and process documentation. • Ensure operational evidence is complete, accurate, timely, and defensible for internal reviews, SOX audits, control testing, and regulatory inquiries. • Partner with security, risk, compliance, and technology owners to ensure adherence to enterprise standards, access protocols, and data protection expectations. • Establish governance routines to review operational metrics, control gaps, aged actions, process exceptions, and continuous improvement progress. Team Leadership and Talent Development • Lead, coach, and develop a globally distributed team of team leads, engineers, analysts, and operations specialists across multiple shifts and domains. • Own staffing plans, shift coverage, onboarding, training, performance expectations, development plans, succession planning, and quality accountability. • Foster a culture of ownership, collaboration, operational discipline, customer focus, and continuous improvement. • Partner with site leadership to monitor team engagement, morale, readiness, skill gaps, escalation behaviors, and adherence to operational standards. Metrics, Reporting, and Continuous Improvement • Define, monitor, and report operational KPIs including availability, SLA adherence, alert volume, alert aging, MTTA/MTTR, escalation effectiveness, incident recurrence, job failure trends, change-related incidents, and runbook compliance. • Prepare concise executive-level updates on operational health, incident trends, risk areas, improvement plans, staffing readiness, and service reliability. • Use data to identify systemic issues, automation opportunities, process bottlenecks, and training needs. • Partner with tool owners and engineering teams to improve dashboards, observability, event correlation, workflow automation, and operational intelligence. Vendor and Stakeholder Management • Manage vendor engagement related to operations tools, monitoring platforms, job scheduling, infrastructure services, telecom platforms, and support escalations. • Hold vendors and internal service teams accountable for service delivery, timely escalation, issue ownership, and contractual/service commitments. • Serve as an operational bridge between senior leadership, infrastructure teams, application teams, security, service management, vendors, and site leadership. • Support budget planning, resource planning, capacity needs, tool rationalization, and operational investment recommendations. SKILL REQUIREMENTS/PREFERENCES Required Skills and Experience • 12+ years of progressive experience in IT infrastructure operations, technology operations, comma