IT Command Centre Officer

The IT Command Center Officer ensures production stability and service continuity across the enterprise by managing critical IT incidents, coordinating technical bridges, and maintaining system health. This role requires strong IT Service Management (ITSM) knowledge, hands-on experience with ITSM tools, and proven expertise in managing major incidents in large-scale environments. Success in this position demands rapid decision-making, effective communication, and proactive collaboration with cross-functional teams to minimize business impact during disruptions. Weekend shift availability is mandatory, as the role includes working on weekends as part of the regular schedule. Role requires a 12:00-9:00 PM shift and weekend shift availability is mandatory, as the role includes working on weekends as part of the regular schedule .

What you will be responsible for

Major Incident Management

• Provide strategic oversight of critical IT disruptions.

• Drive rapid service restoration and minimize client impact.

• Prioritize reduction of Mean Time to Restore Service (MTRS) to uphold operational resilience.

24/7 Technical Bridge - Non-Major Incident Resolution

• Lead continuous global support for lower-tier IT issues.

• Enable proactive resolution through real-time coordination and cross-functional engagement.

• Enhance system stability and reduce recurrence of incidents.

Daily Operational Health Check

• Conduct structured tri-daily reviews (Mon-Fri) with Application and Infrastructure teams.

• Assess system health, identify emerging risks, and ensure operational readiness across the enterprise.

Event & Hypercare Management

• Govern high-impact IT events end-to-end, including milestone tracking and escalation protocols.

• Monitor real-time performance during critical periods to ensure seamless execution and stability.

• Maintain integrated communication channels for effective stakeholder engagement.

Weekend Change Governance

• Oversee weekend deployments with a focus on risk mitigation and operational stability.

• Provide structured governance and coordination to safeguard service integrity during high-change windows.

• Breadth of knowledge across infrastructure and application processes, areas, and technologies (Network, Security, Open Systems, Mainframe, Storage, Database, Middleware, Cloud, End User Computing, and Application)

• Ability and aptitude to pick up new technologies and procedures

• Strong communication skills (written, verbal and presentation).

• Demonstrated ability to succinctly identify and summarize key findings to various stakeholders.

• Ability to coordinate and communicate across multidisciplinary / multicultural teams across countries and regions

• Proven analytical and problem-solving skills

• Strong collaboration skills; ability to listen and understand without interruption and remain calm and composed, especially in stressful situations

• Good stakeholder management, able to work well under pressure and deal with demanding stakeholders across the business, * Bachelor’s degree in Computer Science or the equivalent field or applicable experience

• Strong ITSM knowledge and experience: The resource should have a solid understanding of IT Service Management principles and hands-on experience with ITSM tools and processes.

• Proven experience managing major incidents in large-scale enterprise environments.

• Availability for weekend and on-call coverage as part of operational governance.

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Employee assistance program, $70,000 - $118,750 Annual

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans., We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.