Position Title: IT Command Centre Officer
Location: Quincy, MA
Job Type: Full-Time
Role Overview
The IT Command Center Officer ensures production stability and service continuity across the enterprise by managing critical IT incidents, coordinating technical bridges, and maintaining system health.
This role requires strong IT Service Management (ITSM) knowledge, hands-on experience with ITSM tools, and proven expertise in managing major incidents in large-scale environments.
Success in this position demands rapid decision-making, effective communication, and proactive collaboration with cross-functional teams to minimize business impact during disruptions.
Weekend shift availability is mandatory, as the role includes working on weekends as part of the regular schedule.
Key Responsibilities
Major Incident Management
- Provide strategic oversight of critical IT disruptions.
- Drive rapid service restoration and minimize client impact.
- Prioritize reduction of Mean Time to Restore Service (MTRS) to uphold operational resilience.
24/7 Technical Bridge – Non-Major Incident Resolution
- Lead continuous global support for lower-tier IT issues.
- Enable proactive resolution through real-time coordination and cross-functional engagement.
- Enhance system stability and reduce recurrence of incidents.
Daily Operational Health Check
- Conduct structured tri-daily reviews (Mon–Fri) with Application and Infrastructure teams.
- Assess system health, identify emerging risks, and ensure operational readiness across the enterprise.
Event & Hypercare Management
- Govern high-impact IT events end-to-end, including milestone tracking and escalation protocols.
- Monitor real-time performance during critical periods to ensure seamless execution and stability.
- Maintain integrated communication channels for effective stakeholder engagement.
Weekend Change Governance
- Oversee weekend deployments with a focus on risk mitigation and operational stability.
- Provide structured governance and coordination to safeguard service integrity during high-change windows.
What We Value
The following skills will help you succeed in this role:
- Broad knowledge across infrastructure and application domains including Network, Security, Open Systems, Mainframe, Storage, Database, Middleware, Cloud, End User Computing, and Applications
- Ability to quickly learn new technologies and procedures
- Strong written, verbal, and presentation communication skills
- Ability to clearly summarize key findings for stakeholders
- Experience coordinating across multidisciplinary and multicultural global teams
- Proven analytical and problem-solving abilities
- Strong collaboration skills with the ability to remain calm under pressure
- Effective stakeholder management and ability to handle demanding business environments
Education & Preferred Qualifications
- Bachelor’s degree in Computer Science or related field
- Strong ITSM knowledge and hands-on experience with ITSM tools and processes
- Proven experience managing major incidents in large-scale enterprise environments
- Ability to work weekends as per business requirements
