Director, Global Command Center

Company Name:
Koch Davis
This position is responsible for the 24x7 operations center functions during their assigned shift. The incumbent will ensure processes are being followed and services delivered within service levels. Work with suppliers to provide supported services, managing through reports, SLAs and continuous process improvements. Provide global leadership for direct reports as well as matrix reporting for other operations team members. Manage through the analysis of ticket volume, predict load, identify bottleneck, and re-assign resources to resolve agreed upon percentage of the incoming tickets. Monitor adherence to processes, SOPs, and vendor contracts. Monitor employee performance and motivation levels; identify issues and take corrective action to maintain employee morale and performance levels. Report back to ops center management on key performance parameters. Establish and follow well documented turnover process to next shift to provide seamless transition from shift to shift.
A minimum of 10 years of broad IT infrastructure experience, preferably in a large global organization is required. Prior experience IT infrastructure operation centers is required. Prior experience in security operations is required. Exposure to multiple technology domains such as Network, Wintel machines and Database is required. Exposure to multi-vendor & multi-cultural global IT operations delivery is highly desired. Good teamwork and communication/information sharing are required. Good interpersonal and employee relations skills in managing commodity technical resources.
A minimum of a bachelor degree or equivalent experience is required.
The client company is an American multinational medical devices, pharmaceutical and consumer packaged goods manufacturer.

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