Global Operations Center Director

Job description

Designation :   Global Operations Center (GOC) Director

Grade : IT6

Location :   India office sites.

Experience :

Should have at least 15+ years of relevant experience.

Overview

We are seeking a highly skilled and experienced Operations Manager to oversee our Global Operations Center based out of India. This center will be an umbrella organization overseeing Service Desk, Monitoring Operations, L2 (Windows & Unix) Operations, Network Operations Center (NOC), and Security Operations Center (SOC). This role is critical in ensuring the seamless operation, security, and efficiency of our IT services, providing top-notch support to Cadence employees worldwide, and safeguarding our technological infrastructure.

Responsibilities

Leadership and Management

Lead and manage the Global Operations Center, ensuring all teams - Service Desk, Monitoring Operations, L2 Operations, NOC, SOC and Change Management work cohesively and effectively.

Develop and implement strategies, policies, and procedures to enhance operational efficiency and service delivery.

Ensure the alignment of team objectives with the overall business goals and IT strategy.

Manage staffing, including recruitment, training, performance evaluations, and professional development.

Foster a culture of continuous improvement, innovation, and excellence.

Service Desk Management

Oversee the Service Desk team to ensure timely and effective resolution of user issues and requests.

Implement and monitor key performance indicators (KPIs) and service level agreements (SLAs) to maintain high service standards.

Ensure comprehensive documentation of incidents, requests, and resolutions.

Identify trends and areas for improvement within the Service Desk operations.

Monitoring Operations

Supervise the Monitoring Operations team to ensure continuous monitoring of systems, applications, and networks.

Ensure proactive identification and resolution of potential issues before they impact users.

Develop and maintain monitoring tools and processes to enhance visibility and control.

L2 Operations (Windows & Unix)

Lead the L2 Operations team, ensuring efficient support for Windows and Unix environments.

Coordinate with other IT teams to resolve complex technical issues and prevent recurrence.

Implement best practices for system administration, patch management, and security.

Network Operations Center (NOC)

Oversee the NOC team to ensure the availability and performance of network infrastructure.

Ensure prompt response to network incidents and coordination with relevant teams for resolution.

Implement and maintain network monitoring and management tools.

Security Operations Center (SOC)

Manage the SOC team to ensure the security of the organizations IT infrastructure.

Ensure monitoring and response to security incidents, vulnerabilities, and threats.

Work Closely with the CISO organization to Implement comprehensive round the clock monitoring and managing L1 support for security policies, procedures, and controls.

Change Management

Develop and implement change management processes to ensure efficient handling of IT changes.

Coordinate with stakeholders to assess the impact, risk, and benefits of proposed changes.

Ensure thorough documentation, testing, and communication of changes to minimize disruptions.

Monitor and review the effectiveness of change management activities and identify areas for improvement.

Qualifications

Bachelors degree in Computer Science, Information Technology, or a related field. Advanced degree preferred.

15+ years of experience in IT operations, with at least 5 years in a management or leadership role.

Strong knowledge and experience in Service Desk operations, monitoring, and IT infrastructure management.

Strong grasp of change management processes with established standards. Knowledge of other frameworks such as COBIT (Control Objectives for Information and Related Technologies) can also be beneficial.

Proficiency in using change management software and tools, such as JIRA, ServiceNow, or BMC Remedy is crucial.

Proficiency in managing Windows and Unix systems, network infrastructure, and security operations.

Excellent leadership, communication, and interpersonal skills.

Proven ability to develop and implement strategies, policies, and procedures.

Strong problem-solving skills and ability to work under pressure.

Relevant certifications such as ITIL, PMP, CISSP, or similar are a plus.

Role :   Head - Network Operations

Industry Type :   IT Services & Consulting

Department :   Engineering - Hardware & Networks

Employment Type :   Full Time, Permanent

Role Category :   IT Network

Education

UG :   Any Graduate

PG :   Any Postgraduate

Key Skills

Unix IT services Change management PMP Staffing SOC Windows Security operations IT operations Recruitment

Skills Required

Staffing, Managment, Windows Admin