Command Center Manager

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

Job Description

• Lead end-to-end management of Critical Service Outages (P0/P1 incidents), driving timely resolution through coordinated incident response, effective communication with stakeholders, and robust post incident reviews with actionable remediation.

• Oversee a 24x7 Network Operations Center (NOC), implementing scalable observability, alerting, and monitoring strategies to ensure infrastructure, application, and network reliability. Continuously optimize alert triage, diagnostics, and noise reduction to boost efficiency.

• Build and develop a high-performing team of incident managers, NOC engineers, and shift leads. Foster operational maturity through training, performance management, and close collaboration with Engineering, SRE, DevOps, and Product teams.

• Define and uphold standards for incident SLAs, escalation processes, runbooks, and playbooks, while ensuring continuous shift coverage, smooth handoffs, and comprehensive KPI reporting on system health and incident trends.

Required Skills:

•6+ years of experience in Technical Operations, Site Reliability, NOC, or Incident Management roles.

• 2+ years in a people management or team leadership role.

• Deep knowledge of major incident management, escalation practices, and real-time service recovery strategies.

• Strong technical understanding of cloud-native architectures (AWS, Azure, GCP), infrastructure monitoring, and DevOps practices.

• Proven experience working with observability tools (e.g., Datadog, Splunk, Grafana, Prometheus), incident tools (PagerDuty), and ITSM platforms (e.g., ServiceNow, Jira)

• Prior experience supporting high-availability SaaS or telecommunications systems is a strong plus.

• Experience with customer-facing incident communication practices

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.
 

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
 

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks and virtual fitness. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.
 

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.