IT Command Centre Officer

About the role

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.

Responsibilities

• 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.
  • Absess 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.

Qualifications

• 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.

Benefits

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.

Pay

$70,000 - $118,750 Annual