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Job Description
Structured overview of role & requirementsAbout This Role
Lead and manage day-to-day Command Centre operations ensuring stable, efficient, and consistent service delivery across H&M Group’s technology landscape.
Coordinate incident management activities during shifts, working with multiple teams to minimize customer and business impact while maintaining 24/7 operational coverage.
Drive operational readiness and continuous improvements in monitoring, automation, workflows, and service stability based on performance reviews and incident trends.
Minimum Requirements
Proven experience in IT Operations, Service Delivery, Command Centre Operations, SRE, Production Support, or Major Incident Management.
Strong understanding of Incident, Event, Knowledge, Problem, and Service Management practices.
Experience with monitoring, observability, production support, service health management, and Service Level Indicators (SLIs).
Work Experience Required: Not explicitly mentioned in the JD
Ideal Candidate Profile
Experienced operational leader comfortable making decisions in time-critical and high-pressure situations.
Skilled in coordinating and influencing cross-functional and globally distributed technology teams to achieve common incident resolution goals.
Proactive in coaching and developing team capabilities while driving sustainable operational improvements in fast-paced, global technology environments.