United States Job Openings

Pfizer
Director, Global Command Center Lead
Collegeville
FULL TIME
October 13, 2024
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Oversee the end-to-end management of major incidents impacting critical digital services, ensuring rapid detection, triage, escalation, and resolution of issues.
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Ensure 24/7 proactive and predictive monitoring of global Infrastructure, applications, and services utilizing Digital Command One’s (DC1), GCC’s predictive analytics platform.
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Lead and mentor a high-performing team, fostering a culture of accountability, continuous learning, and operational excellence.
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Drive a Predictive Operations focus at GCC, where emphasis is placed on identifying and taking action to mitigate potential outages before they become business interruptions.
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Develop and maintain metrics to measure the effectiveness of GCC, with particular focus on increasing proactive and predictive actions. Regularly report on operational performance, incident trends, and improvement initiatives.
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Drive continuous improvement of command center processes, leveraging automation and Gen AI technology to enhance incident detection and response.
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Drive the Major Incident Retrospective (MIR) process with our Service Providers to identify root causes and implement corrective actions to prevent future incidents.
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Establish and maintain best practices for incident and problem management, ensuring consistency, efficiency, and quality across all global operations. Partner with Infrastructure Operations teams to ensure Site Reliability Engineering principles are applied to the operation of GCC.
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Manage and optimize the use of tools and processes that support command center operations. Provide ownership and direction for Digital Command One (DC1), GCC’s predictive monitoring and major incident management platform.
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Ensure GCC team is appropriately staffed in both colleague and contingent worker terms, maximizing coverage and capacity in the most cost-effective manner possible.
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Through regular tests and simulations, ensure GCC is always prepared to effectively respond to major disasters such as a global security breach, unavailability of critical Digital services, etc.
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Demonstrated ability to work in an agile work environment possessing qualities such as a collaborative mindset, adaptability to change, and a proactive problem-solving approach.
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Bachelor’s degree in computer science, Information technology or a related field, or equivalent practical experience.
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10+ years of experience in IT Operations, Security management, or command center roles, including 5+ years in a leadership position.
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Strong understanding of IT service management (ITSM) process and best practices.
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As driving continuous improvement efforts is a core focus for this role, must have a proven track record of improving processes, workflows and technologies to deliver better business outcomes.
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Keen data literacy, skilled at aggregating multiple data sources to drive insights and actions.
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Proven experience managing 24/7 global operations in a high-availability environment. Demonstrated ability to provide leadership in high-pressure situations.
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Excellent leadership and team management skills, with a track record of building and developing high-performing teams.
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Embraces accountability and exhibits an ownership demeanor. Includes the ability to effectively lead others more senior than them, and not directly on the same team.
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Strong communication and stakeholder management skills, capable of working effectively with senior leadership and cross-functional teams.
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Knowledge of Site Reliability Engineering principles and practices.
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Experience in working with Service Now, particularly ITOM functions.
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Exposure to Six Sigma or other continuous improvement frameworks.
Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
Work Location Assignment: Hybrid
- The annual base salary for this position in Tampa, FL ranges from $145,400.00 to $242,400.00.
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