What are the responsibilities and job description for the Head of Global Network Operations position at Global Payments Inc.?
Job Title:
The Head of Global Network Operations oversees a direct team of approximately 200 team members and a matrixed team that manages Global Network Operations Centers (GNOCs) at multiple locations worldwide.
Key Responsibilities:
- Develop and implement the strategic plan to ensure continuous, reliable, and secure operation of the organization's global technology infrastructure.
- Lead strategic initiatives to improve service efficiency, reliability, and scalability, adapting to changing technologies and business requirements.
- Collaborate with engineering and IT teams to drive the design and implementation of advanced monitoring tools and automation systems.
- Assess and manage operational risks, ensuring business continuity plans are regularly updated and tested.
Leadership Expectations:
- Plan and manage departmental resources and talent allocation effectively.
- Lead and empower the GNOC leadership team across multiple global locations to ensure they drive consistent and coordinated IT services monitoring and support.
- Mentor senior GNOC staff, fostering a culture of collaboration, accountability, and high performance that encourages diverse perspectives.
- Serve as the M&A deal lead guiding the team from due diligence through implementation.
- Develop and implement strategies for optimizing GNOC efficiency and effectiveness across all locations.
Reporting and Communication:
- Provide regular and ad-hoc reports to senior leadership and the executive team, detailing service performance, incident resolution, and operational metrics.
- Present operational updates, key performance indicators (KPIs), and improvement initiatives to the executive leadership team.
- Serve as the key point of contact for critical availability events, maintaining clear and effective communication during incidents and crisis situations.
Global Network Infrastructure Oversight:
- Ensure the availability, security, and performance of the global IT and service infrastructure, including data centers, cloud services, and all network assets.
- Collaborate closely with cross-functional teams (engineering, IT security, cloud operations, etc.) to ensure the service architecture aligns with business goals and compliance requirements.
- Manage relationships with external vendors and service providers to ensure optimal performance of third-party network services and equipment.
- Oversight of the detection, escalation, and resolution of critical incidents to minimize downtime and service interruptions.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- 10 years of experience in network operations or IT infrastructure management, with at least 5 years in a senior leadership role.
- Proven experience managing global network operations, including GNOCs or similar 24/7 operational environments.
- Some domestic and international travel will be required.
Preferred Qualifications:
- Experience in financial services sector.
- Experience with systems and network integration for merger and acquisition activity.
- Strong knowledge of IT infrastructure (data centers, cloud computing, routing, switching, firewalls, and security technologies).
- Demonstrated ability to manage and resolve critical incidents under pressure.
- Excellent communication skills with a proven ability to interface effectively with senior leadership and cross-functional teams.
