Global Operations Center (GOC) Director

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 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 organization's 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

·       Bachelor's 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.

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