PUNE · FULLTIME
OCM - Shift lead
Zensar Technologies
Pune · onsite · Posted 13d ago
Sourced from
Undisclosed10–15 yrsfulltimePune
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Section · 01
About this role
Experience: 10 + Years
Role Summary
The Senior Operations Command Manager (OCM - L3) provides command, control, and governance for enterprise IT operations. The role leads major incident management, ensures service stability, and acts as the decision authority during high impact events, while maintaining strong stakeholder communication and operational discipline.
The Senior Operations Command Manager (OCM - L3) provides command, control, and governance for enterprise IT operations. The role leads major incident management, ensures service stability, and acts as the decision authority during high impact events, while maintaining strong stakeholder communication and operational discipline.
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Key Responsibilities
Major Incident Crisis Management
- Lead Sev-1 / Sev-2 incidents end-to-end, ensuring rapid stabilization.
- Drive incident bridges, assign ownership, and enforce resolution timelines.
- Make time-critical decisions to minimize business impact.
- Provide real-time operational oversight across Network, Infrastructure, Cloud, EUC, Security, and Applications.
- Identify trends and early warning indicators to prevent service degradation.
- Ensure compliance with defined SLAs, OLAs, and KPIs.
Stakeholder Executive Communication
- Deliver concise, business-focused updates to senior stakeholders.
- Manage executive communications during outages and critical events.
- Ensure clarity, accuracy, and consistency in all incident communications. Change, Risk Governance
- Correlate incidents with recent or ongoing changes.
- Enforce change controls, freeze windows, and risk mitigation measures.
- Support go/no-go decisions for high-risk deployments.
Problem, RCA Continuous Improvement
- Govern Root Cause Analysis (RCA) quality and timeliness.
- Track corrective and preventive actions to closure.
- Drive continuous improvement to reduce repeat incidents.
Leadership Mentorship
- Mentor ITCC engineers and junior OCMs.
- Act as escalation authority for operational and technical conflicts.
- Promote operational maturity and best practices.
- Strong Major Incident Management expertise
- Broad understanding of enterprise IT infrastructure
- Excellent decision-making and stakeholder management skills
- ITIL v3/v4 certification (preferred)
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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Section · 02
Skills
risk mitigationstakeholder communicationenterprise itmajor incident managementRoot Cause AnalysisItil V3risk governancecloudStakeholder Managementoperationscompliance
Section · Company
About Zensar Technologies
Zensar Technologies
IT Services & Consulting
10.0k+
employees
2001
25 years old
Pune, Maharashtra
India
About
Zensar is a global organization that conceptualizes, builds, and manages digital products through experience design, data engineering, and advanced analytics for leading companies.
Industries
IT Services & Consulting
Employee ratings
2,994 reviews
3.7/ 5
Culture
3.5
Career growth
3.0
Work-life
3.8
Employees rate it well for
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