Senior Manager- Control Tower - Bangalore / Delhi NCR

Job Title:

Location:

Role Overview

The Senior Manager – Control Tower will oversee real-time network monitoring, operational governance, and exception management for Shadow fax's logistics network. The role demands strong analytical skills, deep understanding of network planning, and the ability to manage high-velocity operations. The candidate will drive SLA performance, delivery reliability, and network efficiency through data-driven decision-making and proactive issue resolution.

Key Responsibilities

1. Real-Time Network Monitoring

• Lead end-to-end monitoring of national operations including first-mile, mid-mile, and last-mile networks.
  
• Ensure real-time visibility and timely escalation of operational risks, failures, and service breaches.
  
• Manage the Control Tower command center with defined processes for alerts, escalations, and recovery actions.
  

2. Exception & SLA Management

• Drive proactive exception handling by analyzing patterns and anticipating operational failures.
  
• Ensure SLA adherence across all verticals like Last Mile, Hyperlocal, D2C, E-commerce, and B2B.
  
• Conduct RCA and ensure timely corrective action for delays, detentions, and bottlenecks.
  

3. Network Planning Support

• Collaborate with planning teams to optimize routes, connections, and hub operations.
  
• Provide real-time insights to adjust network plans during disruptions, peak loads, or volume surges.
  
• Leverage data to improve planning accuracy and enhance network performance.
  

4. Operational Governance & Reporting

• Build and manage performance dashboards for TAT, delays, network reliability, throughput, and dispatch accuracy.
  
• Lead daily/weekly governance calls with regional & central ops teams to track metrics and drive improvements.
  
• Standardize Control Tower processes, SOPs, and escalation workflows.
  

5. Tech & Automation Enablement

• Partner with product and engineering teams to improve Control Tower tools, visibility platforms, and alerting systems.
  
• Support the rollout of automated workflows, predictive alerts, and AI/ML-driven decision engines.
  
• Drive digital adoption and system compliance across regional operations.
  

6. Stakeholder Collaboration

• Work closely with on-ground operations, line-haul, last-mile, client service, and vendor management teams.
  
• Manage senior-level communication during major disruptions, peak seasons, and customer escalations.
  
• Collaborate with clients and partners to ensure transparency and smooth operational alignment.
  

Required Qualifications

• Bachelor’s degree in Engineering, Logistics, Operations, or related field; MBA preferred.
  
• Minimum

  8+ years of experience

  in Control Tower, Network Planning, Command Center Operations, or Supply Chain Management.
• Strong analytical capabilities with hands-on experience using BI tools, data visualization, and Excel/Google Sheets.
  
• Experience in high-scale logistics or tech-enabled operations preferred.
  

Preferred Skills

• Strong understanding of logistics network design, routing, and inter-hub operations.
  
• Excellent communication, crisis management, and stakeholder-handling skills.
  
• Ability to work in a fast-paced environment with 24x7 network responsibilities.
  
• Knowledge of automation workflows, predictive analytics, and visibility platforms.