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Global Command Center Lead

1 week ago

Singapore Persolkelly Full time
Job Title: Global Command Centre Manager

To design, build and operate a global command center in Singapore.

We are seeking a dynamic and experienced professional to build, lead and oversee the operation of a 24/7, 365-day command center for a leading global data center company. As the Global Command Centre (GCC) Manager, you will be responsible for optimizing customer satisfaction, quality assurance, and ensuring adherence to service level agreements (SLAs) with customers. You will manage a team that handles monitoring of data centre alarms, inbound customer inquiries, and incidents, while ensuring effective communication and coordination across global teams.

Key Responsibilities:

  • Lead and manage the day-to-day operations of the APAC GCC to ensure exceptional customer service and operational excellence.
  • Oversee a 24/7 operation, ensuring adequate staffing levels and the right mix of skills, including regional and customer knowledge.
  • Monitor and respond to alarms from data centres, initiating appropriate actions and communicating with customers as needed.
  • Handle all inbound customer contact across various channels, providing timely, accurate, and professional responses.
  • Coordinate incident resolution, notifying customers of incidents and planned activities, while managing open tickets and service incidents to ensure timely resolution.
  • Provide key customer SLA reporting and manage the service relationship with critical customers.
  • Ensure alignment and coordination with global teams in North America and Ireland for seamless customer service delivery.
  • Support the prevention of outages through effective incident management, change management, and problem management processes.
  • Produce metrics and reports related to GCC performance, ensuring quality standards are met and continuously improving processes.

Key Requirements:

  • Proven experience in a leadership role within a global command center or similar customer-facing operations, ideally within the data center or technology sector.
  • Strong understanding of customer service operations, SLAs, and incident management in a 24/7 environment.
  • Exceptional communication skills, both written and verbal, with the ability to interact with customers at all levels.
  • Experience in managing a diverse, multi-regional team with a focus on performance and skills development.
  • Strong problem-solving skills, with the ability to manage complex issues and escalate where necessary.
  • Excellent organizational skills, with the ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
  • Familiarity with operational metrics, quality assurance processes, and customer service management.
  • Basic IT networking and architecture knowledge, Knowledge of IT practice and terminology. Knowledge of telecommunications networks, data centre operations and Network Operations Centres (NOC)

Preferred Qualifications:

  • Experience working in a data center or IT infrastructure environment.
  • Knowledge of incident management, change management, and problem management frameworks (ITIL or similar).
  • Ability to work across different time zones and global teams.
  • Proficiency with ticketing systems, reporting tools, and customer service platforms.
  • Prior experience managing a Network Operations Centre or Critical Data Centre CC is a plus.
  • Proven ability to manage a team of people, including managing managers.
  • Experience in or affinity with Financial Systems and processes.