About the Role
Capgemini is looking for a Technical Command Centre Lead to provide technical leadership, operational command and control, and cross‑tower coordination within the Command Centre. The role ensures service stability, rapid incident resolution, effective escalation management and proactive operational insight, acting as the single technical authority during major incidents and critical business events. This role requires being based on site in Preston, 5 days per week.
Responsibilities
* Lead the day‑to‑day technical operation of the Command Centre, ensuring effective monitoring, escalation, and decision making
* Act as the technical authority during Major Incidents (Sev 1 / Sev 2), directing investigation, resolution, and recovery activities
* Maintain overall situational awareness and control across infrastructure, applications, networks, and security domains
* Provide operational technical leadership during Major Incidents, Disaster Recovery events, and key business events
* Chair or support technical bridges, ensuring accurate updates, clear actions, and effective cross‑supplier collaboration
* Ensure post‑incident reviews, root cause analysis, and corrective actions are completed and tracked
* Oversee monitoring and alerting capabilities across the estate, ensuring critical services are proactively observed
* Drive the use of dashboards, analytics, and AIOps to identify trends, reduce noise, and prevent recurring incidents
* Work with Service Providers to improve event management and service visibility
* Coordinate and direct Service Providers and internal teams during live operational events
* Act as the central escalation point for technical issues impacting business‑critical services
* Provide clear, concise technical updates to senior stakeholders and leadership
* Ensure adherence to ITSM processes (Incident, Problem, Change, Event Management)
* Support change assurance during high‑risk or business‑critical changes
* Identify operational improvement opportunities and contribute to service maturity initiatives
Qualifications & Experience
* Strong experience in Command Centre, NOC, SOC, or Major Incident Management environments
* Broad cross‑tower technical understanding (infrastructure, networks, applications, cloud, security)
* Proven ability to lead and make decisions under pressure during critical incidents
* Experience coordinating multiple Service Providers in a SIAM or multi‑supplier model
* Excellent stakeholder communication skills, including senior and executive audiences
* Experience with ServiceNow (ITSM, ITOM, AIOps) and enterprise monitoring tools
* Background in large‑scale, 24×7 operational environments
* Knowledge of IT service continuity and disaster recovery processes
EEO Statement
Capgemini is a Disability Confident Employer (Level 2). Candidates who declare a disability and meet the minimum essential criteria are invited to apply.
Security Clearance
Applicants must obtain Security Check (SC) clearance and comply with UK residency and nationality requirements.
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