Command Center Manager

JD For Command Center Manager

Key Responsibilities

Operational Management

• Oversee day-to-day operations of the e-Surveillance Command Center (ESCC).
• Ensure round-the-clock monitoring of all sites through CCTV, NVRs, alarms, and other surveillance systems.
• Monitor alerts and ensure timely incident detection, verification, and escalation.
• Define and enforce Standard Operating Procedures (SOPs) for handling incidents and alerts.
• Track false alerts and work with technical teams to reduce nuisance alarms.

Team Leadership

• Manage, train, and mentor a team of surveillance executives/analysts.
• Create duty rosters to ensure adequate staffing across all shifts.
• Conduct regular performance reviews, coaching, and skill development sessions.
• Ensure discipline, professionalism, and adherence to compliance norms in the team.

Incident & Escalation Management

• Ensure timely and accurate escalation of suspicious activities, thefts, vandalism, and system failures.
• Coordinate with law enforcement, field engineers, and client stakeholders as per SOPs.
• Review and close all incidents with proper documentation and reporting.

Client & Stakeholder Engagement

• Act as the primary point of contact for clients on surveillance operations.
• Share daily/weekly/monthly reports on incident status, system health, and command center performance.
• Conduct review meetings with clients and internal stakeholders.
• Address escalations and ensure high client satisfaction.

Process Improvement & Compliance

• Continuously review and improve command center processes for efficiency.
• Implement automation tools, AI-based analytics, and dashboards for proactive monitoring.
• Ensure compliance with contractual obligations, security standards, and regulatory requirements.
• Conduct periodic health checks of surveillance systems and command center infrastructure.

Data & Reporting

• Maintain accurate records of incidents, alerts, and escalations.
• Generate MIS reports, trend analysis, and dashboards for management and clients.
• Provide root cause analysis for recurring issues and recommend corrective actions.

Key Skills & Competencies

• Strong leadership and team management skills.
• Excellent communication and escalation handling abilities.
• Analytical mindset with attention to detail.
• Hands-on knowledge of CCTV, NVRs, VMS, alarms, and surveillance technologies.
• Ability to work under pressure in a fast-paced 24x7 environment.
• Strong coordination skills with cross-functional teams and external stakeholders.

Qualifications & Experience

• Bachelors degree in Security Management / IT / Electronics / related field.
• 7–12 years of experience in security operations / command center management.
• At least 3–5 years in a managerial or supervisory role in e-Surveillance / Security Command Center.
• Exposure to large-scale e-surveillance projects with multiple sites preferred.
• Knowledge of networking, CCTV systems, and monitoring tools is an added advantage.

Key Performance Indicators (KPIs)

• Incident detection & escalation response time.
• SLA compliance for monitoring & reporting.
• Client satisfaction and feedback scores.
• Reduction in false alerts and system downtime.
• Team productivity and attrition rate.