Infrastructure Command Center Manager

Description

Job Summary: Leads the centralized operation of a Command Center, ensuring real-time visibility, monitoring, control, and timely response for cloud and hybrid technology infrastructure. Key Highlights: 1. Team leadership and 24x7 Command Center operations. 2. Monitoring of cloud and hybrid infrastructure, incident management. 3. Driving continuous improvement and automation. **Accenture** is a global leader in professional services, offering a broad portfolio across strategy and consulting, technology, operations, and digital capabilities. We partner with our clients to help them evolve and achieve peak performance through innovative, high-impact solutions. Within our **\#Technology** team, we work closely with organizations across diverse industries to address the challenges of digital transformation. We drive the adoption of modern technologies to build more efficient, scalable, and disruptive solutions. We seek proactive, flexible individuals with a strong orientation toward teamwork, a constant interest in learning, and strong motivation to create innovative solutions. At **Accenture**, we foster an inclusive and diverse environment. All hiring decisions are made without discrimination based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or any other characteristic protected by local legislation. The **Infrastructure Command Center Manager** – Lead is responsible for leading the centralized Command Center operation, ensuring real-time visibility, monitoring, control, and timely response for cloud and hybrid technology infrastructure. The role aims to guarantee operational continuity, proactive event and incident management, and proper orchestration among internal teams and vendors, enabling stable, business-priority-aligned operations. **Business Impact** This role is critical to the stability and reliability of the banking holding’s cloud operations, minimizing operational impact, ensuring SLA/KPI compliance, and facilitating data-driven decision-making based on reliable operational data. **Scope** * Leadership of the Command Center as the single point of operational control. * Operation of cloud infrastructure and hybrid environments under the ITIL framework. * Coordination among vendors, client teams, and the J2C transformation front. * Operational governance, monitoring, incident management, and continuous improvement. **Key Responsibilities** 1\. Lead the Command Center team (analysts, leads, specialists), ensuring efficient and coordinated operations. 2\. Oversee 24x7 infrastructure monitoring operations (cloud, network, servers, applications), ensuring high availability and performance. 3\. Ensure early detection and orchestrate event and incident management. 4\. Define, monitor, and ensure the quality of operational dashboards, KPIs, and service metrics (availability, capacity, performance). 5\. Drive continuous improvement, operational optimization, and automation initiatives aligned with Lean / ITIL, CSI, and client governance. **Key Activities** * Monitor daily operations of cloud infrastructure and production services. * Validate and prioritize operational events and incidents. * Prepare and present operational and executive reports for stakeholders. * Analyze trends and patterns to identify risks, bottlenecks, and inefficiencies in operational processes. * Coordinate the operational transition of services from the J2C transformation front into operations. * Drive automation (AIOps, scripts, monitoring tools). **Technical Skills** Tools * ITSM tools (ServiceNow or equivalent). * Monitoring tools: Splunk, Dynatrace, SolarWinds, Azure Monitor. * Analytics and reporting tools: Power BI, Grafana. Frameworks / Practices * ITIL (Incident, Problem, Change, Event, Continual Service Improvement). * Cloud Service Management. * Operational governance and Vendor Management. * Continuous improvement (Lean / ITIL CSI). Technical Knowledge * Operation of cloud and hybrid infrastructure (IaaS / PaaS). * Production architectures and support models. * SLAs, operational KPIs, and monitoring metrics. * Automation and AIOps concepts applied to operations. **Soft Skills** * Leadership of operational teams (including 24x7 arrangements). * Crisis and critical incident management. * Clear and effective communication with technical and executive stakeholders. * Strong coordination capability across multiple teams and vendors. * Results-oriented mindset and commitment to continuous improvement.