Global Operations Center GOC Director
Global Operations Center GOC Director
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Job Description
At Cadence we hire and develop leaders and innovators who want to make an impact on the world of technology.
Designation: Global Operations Center (GOC) Director
Grade: IT6
Location:India office sites.
Experience:
Should have at least15 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 topnotch 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 problemsolving skills and ability to work under pressure.
Relevant certifications such as ITIL PMP CISSP or similar are a plus.
Were doing work that matters. Help us solve what others cant.
Required Experience:
Exec
Employment Type
Full-Time
