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.
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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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