Global It Director

Job Description:



Provides effective direction (including hire/fire authority) of a 24x7x365 staffed and on-call support team managing NOC operations to provide for the guarantees of achieving or exceeding established Service Level Agreements

 

Oversees day to day NOC operations across multiple shifts and tracks the status of assigned tasks to ensure progress and eventual resolution to include requests for additional resource or escalation of tasks, if needed, to higher tiers of support

 

Effectively delegate tasks and projects based on rapidly shifting priorities, particularly during system failures

 

Directs the troubleshooting of major system issues by leveraging monitoring tools and established procedures, and upon restoration, leads After Action Reviews and the root cause analysis process including all necessary documentation

 

Establishes ongoing process improvement plans to reduce support efforts and increase service availability and scalability

 

Participates in strategic system planning, tactical operation planning, and the development of contingency plans to ensure Business Continuity and Disaster Recovery

  

  

Key Job Responsibilities

 

Provides excellent customer service and communicates effectively with executive staff, department heads, management

Manages prioritizing workload, projects, and requests for all GNOC team members  

Coaching and mentoring of team members including goal setting and annual reviews  

Participates in monthly operational health reviews (including revising Service/Operating Level Agreements), service monitoring and notification discussions, and service portfolio reviews

Participates in Change Advisory Board (CAB) meetings