What are the responsibilities and job description for the Director of Global Network Operations position at Global Payments?
The Director of Global Network Operations leads a dynamic team of around 200 professionals dedicated to managing Global Network Operations Centers (GNOCs) in multiple locations worldwide. This critical leadership position is tasked with creating and executing a strategic plan to ensure continuous, reliable, and secure operation of the organization's global technology infrastructure. The Director is also responsible for effective incident management, reporting to senior leadership, and driving initiatives focused on performance enhancement and operational efficiency.
Strategic Planning and Continuous Improvement
Drive strategic initiatives aimed at enhancing service efficiency, reliability, and scalability, while adapting to evolving technologies and business needs.
Collaborate closely with engineering and IT teams to design and implement innovative monitoring tools and automation solutions.
Evaluate and mitigate operational risks, ensuring that business continuity plans are consistently updated and exercised.
Keep abreast of industry trends, emerging technologies, and best practices to maintain the company's leadership in network operations.
Leadership
Manage a department budget of $15M that aligns with the broad strategic vision, optimizing resource and talent allocation.
Empower the GNOC leadership team across various global sites to provide consistent and coordinated IT service monitoring and support.
Mentor senior GNOC staff, promoting a culture of collaboration, accountability, and high performance that values diverse perspectives.
Act as the M&A deal lead, overseeing teams from due diligence through implementation.
Develop and implement strategies to enhance GNOC efficiency and effectiveness across all sites.
Ensure 24 / 7 / 365 operational oversight, prioritizing service uptime, reliability, and availability.
Reporting and Communication
Deliver regular and ad-hoc reports to senior leadership and the executive team, outlining 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 primary point of contact for critical availability events, ensuring clear and effective communication during incidents and crises.
Global Network Infrastructure Oversight
Guarantee the availability, security, and performance of the global IT and service infrastructure, encompassing data centers, cloud services, and all network assets.
Work in close collaboration with cross-functional teams (engineering, IT security, cloud operations, etc.) to ensure that service architecture aligns with business objectives and compliance standards.
Manage relationships with external vendors and service providers to ensure peak performance of third-party network services and equipment.
Incident Management
Oversee the detection, escalation, and resolution of critical incidents to minimize downtime and interruptions in service.
Establish and maintain standardized incident management processes that enable rapid and efficient responses to service outages, performance issues, and security threats.
Lead root cause analyses and post-incident reviews to foster continuous improvement in service stability and operational effectiveness.
Additional Responsibilities 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 track record in managing global network operations, including GNOCs or similar 24 / 7 operational environments.
Domestic and international travel may be required.
Preferred Qualifications
Experience in the financial services sector.
Expertise in systems and network integration during merger and acquisition activities.
Strong understanding of IT infrastructure, including data centers, cloud computing, routing, switching, firewalls, and security technologies.
Proven ability to manage and resolve critical incidents under pressure.
Exceptional communication skills with a demonstrated ability to interface effectively with senior leadership and cross-functional teams.
Experience in vendor management and global operations is highly valuable.
Ability to thrive in a fast-paced, high-stakes environment with complex systems.
No Agencies
Applicants must be authorized to work in the U.S. We are not able to sponsor or take over sponsorship of an Employment VISA at this time or in the near future!
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