Mission Control - EMEA - VP

Job Description

Who we are looking forThe Mission Control Manager role is part of the Mission Control Management function within Global Production Management. Mission Control Management provides a follow the sun support model to proactively manage, co-ordinate, and communicate resolution of productionissues to avoid IT interruptions. What you will be responsible forAs Mission Control Manager, you will:

• Oversee and manage global Mission Control operations; Act as a direct escalation point for incidents
• Identify inconsistencies and develop methods to standardize practices across the operations
• Performs impact and risk analysis to ensure the risks/impacts to customer/clients are thoroughly understood
• Strives for early issue detection, fast impact assessment, rapid escalation, efficient communication and quick resolution of incidents
• Identifies, document key technology/operations/process issues or concerns observed during the management of alerts, incidents, problems and changes
• Perform analysis on thematic issues and drive data driven decisions for continuous improvement.
• Communicate to a global audience, including executive management, providing overall environment health status and outstanding incident summary
• Interface with key stakeholders in a high-pressure environment, with the ability to engage individuals across a range of backgrounds and levels of seniority
• Performs impact and risk analysis to ensure the risks/impacts to customer/clients in the region are thoroughly understood
• Drive continuous process improvement across our Mission Control
• Represent the global Mission Control function to both technical and business resources

What we valueThese skills will help you succeed in this role:

• Proven analytical and problem-solving skills
• Challenges the status quo every day to be the best
• Good understand of standard enterprise IT technologies with SME knowledge in at least 6 domains below:
  • monitoring
  • networking
  • operating system (Linux/Unix/Windows)
  • high availability
  • storage
  • job scheduling
  • virtualization/Cloud
  • mainframe
  • middleware
  • load balancing
  • databases
  • web application
  • cyber security
  • datacenter
• Demonstrated ability to make best front-line decisions with unknowns
• Demonstrated ability to succinctly identify and summarize key findings to various stakeholders.
• Demonstrated ability to think both tactically and strategically
• Demonstrated ability to work under pressure in a fast paced environment
• Proven stakeholder management including with senior leadership
• Commits to career and skills advancement and knowledge growth.

Education & Preferred Qualifications

• Technical Bachelors degree
• Minimum of 10 or more years of experience in Service Availability Management with 6 or more years experience as Tech leader or SRE engineer
• Prior experience managing a global Command Center / Mission Control Center
• Experience leading projects, coordination of projects, conducting reviews, providing constructive feedback
• Strong communication skills both verbal and written to communicate across various levels of the organization and excellent inter-personal skills
• Ability to work under pressure and deliver on tight schedules

Additional requirements

• ITIL Certification in Service Operations