Who we are looking for

The IT Command Centre AVP provides strategic leadership to ensure enterprise-wide production stability and service continuity. This role is responsible for designing and building robust observability capabilities that enable the IT Command Center to operate with real-time visibility across complex systems. The individual will leverage deep expertise in the observability domain—spanning metrics, logs, traces, and alerting—to proactively detect issues, enhance system reliability, and support data-driven operational decisions. In addition to establishing and maturing observability practices, this role will lead the management of major IT incidents, driving rapid diagnosis and resolution to minimize business impact. The position plays a critical role in orchestrating end-to-end incident response processes, ensuring effective coordination across cross-functional teams in high-pressure situations.

The ideal candidate combines strong technical acumen in observability platforms and practices with proven experience in incident command, root cause analysis, and continuous improvement of operational resilience within large-scale, distributed environments.

•              Build and operationalize observability capabilities (logs, metrics, traces, alerting) to power the IT Command Center with real-time, actionable system visibility across enterprise platforms.

•              Configure, monitor, and continuously tune observability platforms (Splunk, Elasticsearch, etc.) to ensure services remain within defined SLIs/SLOs and enable early detection of anomalies.

•              Instrument applications and services to enhance telemetry coverage, enabling Command Center teams to proactively identify, triage, and resolve issues before business impact.

•              Correlate logs, metrics, and events in real time to support rapid root cause identification, system tuning, and improved operational stability.

•              Act as a central coordination point between Command Center, engineering, and application teams during deployments to ensure observability readiness and performance validation.

•              Drive standardization of logging, monitoring, and alerting practices across systems to strengthen Command Center situational awareness and response effectiveness.

•              Partner with engineering and operations teams to continuously improve monitoring coverage, signal quality, and noise reduction within the Command Center ecosystem.

•              Lead command and control of major IT incidents from the Command Center, driving rapid triage, structured response, and timely service restoration to minimize business disruption.

•              Facilitate real-time incident bridges, ensuring clear communication, decisive action, and alignment across global support teams during high-severity events.

•              Utilize observability insights to proactively detect emerging issues, trigger early response, and reduce incident volume and recurrence.

•              Drive continuous reduction in Mean Time to Restore Service (MTRS) through improved telemetry, automation, and incident response discipline.

•              Oversee critical event monitoring and high-risk change windows from the Command Center, ensuring heightened visibility, risk mitigation, and operational stability.

•              Conduct operational health checks leveraging observability dashboards to assess system readiness and highlight risks across infrastructure and applications.

Skills & Competencies

•              Strong hands-on expertise with observability and monitoring platforms such as Splunk, Elasticsearch, Kibana, Grafana, and ITSI within a Command Center/NOC environment.

•              Deep understanding of distributed systems, application performance monitoring, and enterprise production environments.

•              Proven ability to analyze telemetry (logs, metrics, traces) in real time to support incident triage, root cause analysis, and performance optimization.

•              Experience instrumenting applications and working with development teams to enhance observability coverage.

•              Demonstrated leadership in high-pressure Command Center environments, managing major incidents and coordinating global response efforts.

•              Strong situational awareness, decision-making, and problem-solving skills in time-critical scenarios.

•              Excellent communication skills with the ability to provide clear, concise updates to technical teams and senior stakeholders during incidents.

•              Ability to operate effectively across cross-functional, global teams to maintain service reliability and operational excellence.

Preferred Qualifications:

•              Bachelor’s degree in computer science, Information Technology, or related field.

•              5+ years in IT Service Management (ITSM) with a focus on Major Incident Management and Command Center operations.

•             Experience using ITSM tools such as ServiceNow or BMC Remedy for incident coordination and escalation.

•             Proven ability to lead and make rapid, data-driven decisions during high-severity incidents in a 24x7 environment.

•             Strong communication skills to drive effective incident bridges and stakeholder updates.

•             Willingness to support on-call and weekend coverage as part of Command Center operations.

•             8+ years of experience in application/infrastructure monitoring, observability, and performance tuning in enterprise environments.

•             5+ years supporting observability platforms (e.g., Splunk) in a 24x7 global Command Center/NOC setup, including logging, alerting, and platform operations.

•             Strong experience with application performance monitoring and distributed systems, including Java/J2EE/Spring-based applications.

•             Proficiency in Python scripting for automation and operational efficiency within Command Center workflows.

•             Solid expertise in correlating logs, metrics, and traces to enable real-time detection, triage, and root cause analysis.

Salary Range:

$90,000 - $157,500 Annual

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

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.

For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

Discover more information on jobs at StateStreet.com/careers

Read our CEO Statement

Job Application Disclosure:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

For more details click Job Post.