What are the responsibilities and job description for the Head of Global Network Operations position at Global Payments Inc.?
Description
- Strategic Planning and Continuous Improvement
- 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.
- Stay informed of industry trends, emerging technologies, and best practices to ensure the company remains at the forefront of network operations.
- Leadership
- Plan and manage a department budget of $15M that aligns to the overall strategic vision and optimizes the use of resources and talent allocation
- 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.
- Serves 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.
- Ensure there is 24/7/365 operational oversight, with a strong focus on service uptime, reliability and availability.
- 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.
- Incident Management
- Oversee the detection, escalation, and resolution of critical incidents to minimize downtime and service interruptions.
- Establish and maintain standardized incident management processes, ensuring rapid and efficient response to service outages, performance issues, and security threats.
- Lead root cause analysis and post-incident reviews to drive continuous improvement in service stability and operations.
- Other duties as assigned.
- 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.
- Prior 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.
- Experience with vendor management and global operations is essential.
- Ability to work in a fast-paced, high-stakes environment with complex systems.
