OCM - Shift lead - 10 + Years - Pune

Experience: 10 + Years

Role Summary
The Senior Operations Command Manager (OCM – L3) provides command, control, and governance for enterprise IT operations. The role leads major incident management, ensures service stability, and acts as the decision authority during high impact events, while maintaining strong stakeholder communication and operational discipline.

 

Key Responsibilities

Major Incident & Crisis Management

• Lead Sev‑1 / Sev‑2 incidents end‑to‑end, ensuring rapid stabilization.
• Drive incident bridges, assign ownership, and enforce resolution timelines.
• Make time‑critical decisions to minimize business impact.
• Provide real‑time operational oversight across Network, Infrastructure, Cloud, EUC, Security, and Applications.
• Identify trends and early warning indicators to prevent service degradation.
• Ensure compliance with defined SLAs, OLAs, and KPIs.

 

Stakeholder & Executive Communication

• Deliver concise, business‑focused updates to senior stakeholders.
• Manage executive communications during outages and critical events.
• Ensure clarity, accuracy, and consistency in all incident communications. Change, Risk & Governance
• Correlate incidents with recent or ongoing changes.
• Enforce change controls, freeze windows, and risk mitigation measures.
• Support go/no‑go decisions for high‑risk deployments.

 

Problem, RCA & Continuous Improvement

• Govern Root Cause Analysis (RCA) quality and timeliness.
• Track corrective and preventive actions to closure.
• Drive continuous improvement to reduce repeat incidents.

 

Leadership & Mentorship

• Mentor ITCC engineers and junior OCMs.
• Act as escalation authority for operational and technical conflicts.
• Promote operational maturity and best practices.
• Strong Major Incident Management expertise
• Broad understanding of enterprise IT infrastructure
• Excellent decision‑making and stakeholder management skills
• ITIL v3/v4 certification (preferred)

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At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.