Senior Manager/Manager - JOC

Job Purpose

Jio World Centre (JWC) is an 18.5-acre development celebrating art, culture, and Mumbai's heritage. The JWC Joint Operations Centre (JOC) is the world's first command centre that co-locates teams from IT, Security, HSEF, O&M, Medical, and business operations under one roof, ensuring safe, reliable, and memorable user experiences.

The Site Shift Manager - JWC oversees daily operations, manages critical situations and emergencies, and ensures prompt detection, resolution, and reporting of service-impacting events by leveraging technology and management skills to support JOC services

Key Objectives

• Ensure consistent, high-quality shift operations and handle incidents, fostering strong relationships with operational teams.
• Comply with standard operating procedures and monitor dashboards to address deviations from KPIs and SLAs
• Identify & promote continuous improvements, drive measures for effective operations in JOC

Job Accountabilities

• Lead and guide console operators, ensuring effective shift operations
• Manage, resolve, and analyse issues as per SOPs, ensuring compliance and timely action
• Oversee JOC staff rostering, deployment, and performance while monitoring KPIs/SLAs
• Drive continuous service improvement and coordinate with third-party agencies for technical/operational issues.
• Conduct root cause analysis, prepare incident learnings, and oversee JWC operations during silent hour shifts
• Support Head & Deputy Head - JOC during emergencies or crises

Skills

• Effective team player in cross-functional teams, with sound technical knowledge in ELV and OT/IT systems.
• Strong leadership skills and high emotional intelligence for effective interpersonal communication and team collaboration with the ability to lead complex situations.
• Exceptional analytical and critical thinking skills in handling serious incidents, emergencies, and crisis situations.
• Skilled in problem-solving, innovative thinking, and implementing solutions while handling ambiguous real-time, complex, and dynamic cross-functional situations.
• Demonstrate an ownership mindset, proactive with a focus on execution excellence. Ability to effectively prioritize tasks and manage time
• Skilled in root cause analysis, trend analysis, and process improvement; knowledgeable in project management

Qualification

• Technical degree/ preferred Graduate with MBA

Experience

• Minimum 5 years of experience in complex technology-intensive, matrixed organizations & programs preferably hospitality, manufacturing, healthcare, airports, event-management, military, etc.
• Experience in senior operations role for 3 plus years with an experience of handling operations and emergencies