About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
POSITION SUMMARY
The Global Command Center Operations Manager is responsible for leading the 24x7 Global Command Center responsible for monitoring, event correlation, incident response, escalation coordination, operational communications, and service reliability across critical infrastructure, applications, networks, job scheduling, and telephony services. This role provides operational leadership for geographically distributed teams and ensures that Command Center functions consistently meet availability, resiliency, compliance, and service management expectations.
The successful candidate will be a hands-on, metrics-driven operations leader with strong ITIL/ITSM discipline, deep infrastructure operations awareness, and the ability to translate technical events into clear executive-level business impact. This leader will drive process maturity, automation, alert quality, stakeholder alignment, and continuous improvement across global operations while maintaining a high-accountability and service-focused team culture.
ROLE AND RESPONSIBILITIES
Operational Leadership and Service Reliability
Lead day-to-day and shift-based 24x7 Global Command Center operations across monitoring, triage, escalation, incident communications, and operational coordination.
Oversee functional coverage for server operations monitoring, network operations monitoring, application operations monitoring, lab operations monitoring, Helix/Control-M job scheduling, Windows and Linux L2 support, and Genesys/IP telephony operations.
Ensure adherence to SLAs, OLAs, uptime expectations, alert response targets, escalation procedures, and operational performance metrics.
Drive proactive monitoring, event correlation, alert tuning, runbook quality, and automation to reduce noise, improve response times, and minimize manual intervention.
Maintain operational readiness for high-severity events, business-impacting incidents, planned maintenance windows, and critical change activity.
Incident, Problem, and Change Management
Lead Command Center participation in major incidents by coordinating bridge engagement, ensuring role clarity, maintaining focus on service restoration, and escalating to appropriate technical and leadership teams.
Partner with Major Incident Management, Problem Management, Change Management, infrastructure, application, security, and vendor teams to support fast restoration and durable corrective actions.
Review incident trends, recurring alerts, failed jobs, chronic infrastructure events, and escalation patterns to identify improvement opportunities.
Support post-incident reviews, root cause analysis, known error documentation, corrective/preventive action tracking, and lessons-learned adoption.
Ensure Command Center teams follow approved change, incident, problem, access, and communication processes.
Governance, Compliance, and Audit Readiness
Create, maintain, and enforce SOPs, technical runbooks, escalation matrices, knowledge articles, operational checklists, and process documentation.
Ensure operational evidence is complete, accurate, timely, and defensible for internal reviews, SOX audits, control testing, and regulatory inquiries.
Partner with security, risk, compliance, and technology owners to ensure adherence to enterprise standards, access protocols, and data protection expectations.
Establish governance routines to review operational metrics, control gaps, aged actions, process exceptions, and continuous improvement progress.
Team Leadership and Talent Development
Lead, coach, and develop a globally distributed team of team leads, engineers, analysts, and operations specialists across multiple shifts and domains.
Own staffing plans, shift coverage, onboarding,…